The best business receptionists and live answering service employees know that setting great expectations for callers can enhance their overall customer service experience. When you’re not sure of the answer, avoid over-promising when possible. If you set great expectations from the beginning, you’ll make your employer look good and keep your callers happy! The next time you’re asked one of these questions, deflect with tact: “May I hold for her, please?” If you work for a virtual answering service, holding for a client probably isn’t an option. Since you’re working remotely, you can’t be sure where the other party is, nor do you want to bill them for what could be a minutes-long call. Even if you’re on-site, and you can see that the person they’re calling for is just on the other line, there’s no telling how long that call may last. The last thing you want is to waste your caller’s time (or yours) by keeping them on the line. When you don’t know for certain when the other party will be available, steer the caller in the right direction and offer to take a message: “I’m not certain when Mary will be off the phone, and I’d
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