🟦 What Does It Mean?
What does “hold on, please” mean?
➡️ Please wait for a moment.
“Wait a minute.”
➡️ “Please hold on for a moment.”
“Let me ______ that for you.”
➡️ check / look into
A customer wants to know a price.
➡️ “Sure, let me check the price for you.”
“Calm down, please.”
❌ Inappropriate
➡️ “I understand your concern. Let me help you.”
What does “call routing” refer to?
➡️ Directing a call to the correct department or agent.
“I don’t know.”
➡️ “Let me check that for you.”
“Give me a moment while I ______.”
➡️ find that information / review your account
The customer is angry about a delay.
➡️ “I’m really sorry for the delay. Let me look into this for you.”
“I told you already.”
❌ Inappropriate
➡️ “Let me explain that again for you.”
What is an “inquiry”?
➡️ A question or request for information.
“Calm down.”
➡️ “I understand your concern. Let me help you with that.”
“That’s a great question. I’ll need to ______.”
➡️ double-check that for you / verify that
You need to verify identity.
➡️ “May I please confirm your full name and account number?”
“Hold on forever.”
❌ Inappropriate
➡️ “Please hold on for a moment.”
What does “resolution time” mean?
➡️ The time it takes to solve the customer’s issue.
“That’s not my problem.”
➡️ “Let me connect you with the right department.”
“While I check that, may I also ask ______?”
➡️ for your account number?
➡️ (any extra info needed)
You must transfer the call.
➡️ “Let me transfer you to the specialist who can help you.”
“That’s not my department.”
❌ Inappropriate
➡️ “Let me connect you with the right department.”
What is a “service level”?
➡️ A performance metric showing how quickly calls are answered.
“You need to send that again.”
“Could you please resend the document?”
Provide 2 polite buying-time phrases.
✔ “Let me verify that for you.”
✔ “I’ll check on that and be right back.”
✔ “Give me just a moment, please.”
You must escalate the issue to a supervisor.
➡️ “I’ll escalate your case to my supervisor so we can assist you better.”
“Look, that’s the best I can do.”
❌ Inappropriate
➡️ “Let me explore another solution for you.”