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Chapter 29. “Just a Second”

Chapter 29. “Just a Second”

SEE ALSO “FIVE FORBIDDEN PHRASES

“Just a second, I’ll be right back.” If you have ever said that to a caller, you have lied—not a big lie, but nevertheless an unnecessary lie. Why not tell the truth? You can say, “It may take me a few minutes to get that information. Are you able to hold while I check on that for you?” This is a real crowd-pleaser and lessens the pain and frustration of being put on hold. Once a caller knows why he or she is holding, he or she is much more willing to accommodate you.


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