How to Politely Put Someone on Hold

When talking to someone on the phone, there are a number of instances when it is necessary to put someone on hold. Putting customers or clients on hold politely is a skill that can help you both at home and in the office.

Instructions

At Home

1. Answer the telephone politely when it rings.

2. Engage in basic conversation niceties if it is someone you know. If it isn't someone you know (such as a telemarketer) then it is polite to be slightly more guarded in your speech.

3. Wait for the person to come to a proper pause (finish their sentence or story) and then tell them, "Please excuse me, but I have to [reason for putting them on hold]."

4. Handle the reason you put the person on hold as quickly as possible.

5. Apologize once again when you return to the call for putting the person on hold.

6. Continue with your conversation.

At the Office

1. Answer the phone politely when it rings.

2. Greet the person on the other line formally and politely.

3. Engage in brief conversational niceties if it's appropriate.

4. Wait for a proper conversation pause and tell the person, "I'm very sorry sir/ma'am, but I need to put you on hold for a just a second. Can you hold please?" If they respond in the affirmative, then thank them and put them on hold.

5. Handle whatever situation caused you to put them on hold as quickly as possible.

6. Apologize once again for putting them on hold when you return to the call.

7. Finish your conversation.

Tips & Warnings

• If your reason for considering putting someone on hold is an incoming call, consider whether that second call is important enough to inconvenience your original caller.

• If a person is not able to hold, then politely ask when would be a good time to call again.