Using the Telephone Hold Button

-Tom Hopkins

The hold button on your telephone is an excellent tool for inquiry calls. Ask the caller to hold just a moment while you get the information they've requested. This break allows you to mentally prepare yourself and clear your mind while gathering the information the caller is seeking.

Putting someone on hold puts you in control. However, never place anyone on hold for more than 17 seconds. If you leave people on hold longer than 17 seconds, they tend to get irritated and their thoughts are allowed to wander. Even if you don't have all of the information you need, check back with them every 17 seconds to explain what you're doing.

If you didn't get the caller's name, say the following when you come back to them from hold the first time: “Thank you for holding. My name is _________, may I ask who is calling please?” When the caller gives you his or her name, write it down and use it throughout the remainder of the call.