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Courtesy

All callers should be treated with great respect and a patient tone of voice. If another call comes in while you're speaking, ask the first caller to hold the line, answer the second call, ask if the second caller can hold for a moment, saying you are on another line, and then return to the first. Never keep a caller waiting or on hold for any length of time. When you return to the line, thank the caller for holding. Keep in mind that his or her time is valuable.

Never put one line on hold without informing the caller, not even when two or more incoming calls arrive simultaneously, and two or more lines are ringing. Many callers will hang up when this happens, and your employer could very well miss a much-needed business call. You've no doubt experienced this yourself as a caller and will always retain negative thoughts concerning that company. Always have the courtesy to say, "Hello. Can you hold a moment, please?" Then wait until the caller answers yes or no. It is frustrating for a caller to be asked, "Can you hold a moment, please?" and then be cut off before the caller has had a chance to say no.


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