PROPER HOLD PROCEDURE

Placing a call on hold involves the following steps:

Politely let the customer know that you need to place the call on hold and provide a clear reason. For example:

Suggested spiels:

"May I place the call on hold for a moment while I check that information for you?"
"I need to consult with a colleague/ I may need to check my resources first to ensure I provide you with accurate details. May I place the call on hold for xxx minutes?" (wait for communication)

Ensure the caller agrees or acknowledges before proceeding. This shows respect for their time and maintains professionalism.

If the hold will take longer than expected, update the caller periodically. For example:

Suggested spiel:

When you are ready to continue, apologize for the wait and thank them for their patience. For example:

Suggested spiel:

Customer is looking for a supervisor

If the customer directly requests for a supervisor:

Suggested spiel:

"I understand that you would like to speak with my supervisor. May I ask for a moment to better understand your concern? I will do my best to assist you, and if needed, I can escalate this to a supervisor right away."

If the customer insists on speaking to a supervisor:

Suggested spiels:

"Thank you for letting me know. I will connect you to a supervisor. May I place you on hold for a moment while I arrange the transfer?"
"I need to consult with a colleague/ I may need to check my resources first to ensure I provide you with accurate details. May I place the call on hold for xxx minutes?"

KEY TIPS FOR NEWBIES:

Stay calm and professional, even if the customer is upset.
Always try to address the issue yourself first, if allowed to show initiative.
Follow your company's escalation process and document the concern thoroughly before transferring the call.

Try to de-escalate the situation

Suggested spiels:

"I understand your request to speak to one of our US representative, but just like them, I am trained and capable of helping you out."
"I understand you would prefer to speak with a US representative, but I'm here to help and just as capable. How can I assist you today? "

GO BACK TO SALES CALL FLOW

GO BACK TO SERVICE CALL FLOW