Efficiency · Courtesy

Timing critical

Hold approaching 30 seconds

Situation: Guest on hold while you search inventory or a colleague

Forbes focus

No hold beyond 30 seconds without a courtesy check-back.

Check-back < 30 seconds.

Step sequence

Step 1 · Before hold
“May I place you on a brief hold while I confirm that for you?”
Step 2 · Check-back
“Thank you for holding — I'm still confirming and I'll be right with you.”
Step 3 · Return with answer
“Thank you for your patience, [Name]. I have that information…”

Do say

· Brief hold
· Thank you for holding
· I'll be right with you

Don't say

· Hang on
· Dead air
· Sorry for the wait (without progress)

Related modules

Reservations Communication Culture

Quarterly completion

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