CALL HANDLING: Spiels

After two minutes, go back to the client & say:

(Name of the caller), Thank you for patiently waiting but unfortunately, I'm not yet done (action you are doing). Would it be okay to place you on hold for another 2 minutes or would it be better for you if I just give you a callback (if the client is okay- ask for the callback number)

But if they choose to wait & be placed on hold- then say "Thank you"

After two minutes & you're still not done

(Name of the caller), Thank you for patiently waiting I apologize for (specific reason & offer a callback)

but if they choose to wait & be placed on hold again- place the caller on hold 

I'll place you on hold & I'll get back to you once I'm done

If person transferring to is available: Hi (name), thank you for patiently waiting. I have (name) on the other line and I have already discussed your concern. He/She will assist you from hereon.

But before that, is there anything else I may assist you with? 

If none: Thank you for calling Customer Service!

If an email needs to be sent to the customer

I will be sending you an email for (cite the concern). I see that the email address that we have on file for you is (verify email address), is that correct?

Thank you, please expect the email sent to you within the day.