Telephone Techniques: Hold, Please

If you are responsible for answering the phone, at some point you’re going to have to put someone on hold. There’s a good chance this may anger the caller, so in our Hold, Please course, we’ll address the steps you can take to turn a held call into a more pleasurable experience for both yourself and the person on the other end. You will learn two simple research-backed techniques that make putting a caller on hold easier: asking permission and getting information. We also discuss the importance of prioritizing holds, tracking held calls, and how an empathetic tone of voice when interacting with a caller on hold helps to lessen any aggravation.

Part of the Telephone Techniques series, this course includes a video, downloadable student materials and a short online quiz to check your comprehension.