Answer/Explanation:
Explain the reason you need to put the caller on hold.
Ask for the person's phone number, in case the conversation is cut off.
Promise to return in a minute—or your best estimate of how long the hold will last. If you think the delay will be longer than a couple of minutes, ask for a number and a time when you can call back.
If, despite your best efforts, the delay is taking longer than anticipated, check in with the caller so that he doesn't feel abandoned. Again, offer to call back, "rather than keep you holding."
When you return to the phone, apologize for the inconvenience and thank the caller for his patience.
Use the caller's name frequently to add a sense of connection.
The first step you can take when putting a caller on hold and making it a satisfying experience is a systematic one. When a caller is on hold, 60 seconds seems like an eternity, so see if you can program the phone system to play music (calming classical or jaunty jazz is best) to break this perception of an interminable wait. Aside from that, however, putting someone on hold in a professional way depends on your behavior. The golden rule to keep in mind is as follows: how would you like to be treated if you were on the other end of the line?
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