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Chapter 21. Hold > Holding for information

Holding for information

Interestingly enough, most people don’t mind holding for information as much as for a person. Why? Because most of the time the caller gets what he or she called for.

When someone is calling for information, the Able technique is best. Ask if the caller is “able to hold,” give a visual clue of what you’ll be doing to help while you are gone, and then wait for a response. You usually get immediate positive feedback. For example:


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