Service Industry English/
Asking Customers to Wait Over the Phone

Asking Customers to Wait Over the Phone

Total: 19 words

Please hold.

phrase

a polite way of telling the customer to wait on the phone for a while

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One moment, please.

phrase

said over the phone to inform the caller that you need a few minutes to do something or to find a solution

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Sorry to keep you waiting.

phrase

used to return to the call and apologize to the customer for having them wait

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Thank you for (patiently) waiting.

phrase

used to return to the call and to acknowledge the customer's patience

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I'm going to connect you with…

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used to transfer the call to the department that can address the issue

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Let me transfer you. / I'll transfer you.

phrase

used to transfer the call to the department that can address the issue

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I have ___ from...

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said when passing the call over to another department or person that can better assist the customer

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I will send it to...

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used to say that you will forward the issue to another department that may be able to solve the issue; also used when assuring the customer that you will send what they need, such as a confirmation email, message, etc.

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Please expect... / It may take up to...

phrase

used to tell the customer when they can expect to have their issue resolved or to get an update

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Please hold for a moment while I check the information.

phrase

used to pause the conversation to verify or retrieve the necessary details to help the customer

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I appreciate your patience. I just need to verify a few details. Can you please hold on?

phrase

a polite way of acknowledging the customer's patience and understanding while asking them to wait a little longer

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I'm currently assisting another customer. May I place you on a brief hold?

phrase

said when you are engaged with another customer and need to ask the current caller to wait

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I apologize for any inconvenience. I need to consult with my supervisor. Can you please wait for a moment?

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used to say that you require assistance or approval from a supervisor or manager to resolve the customer's issue

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I appreciate your call. Let me look into this matter.

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used to acknowledge the customer's effort to contact the service and to assure them that you will find more information about their inquiry or complaint

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Can you hold on for a brief moment?

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a polite way to pause the conversation briefly

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Thank you for your understanding. I'll be right back with you. Please stay on the line.

phrase

a polite way to acknowledge the customer's patience and to assure them that you will return to assist them shortly

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I apologize for the delay. I'll be with you as soon as possible. Please bear with me

phrase

used to express regret for making the customer wait and to assure a quick return

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I need to gather some information for you. Would you mind holding for a moment?

phrase

a polite way to ask the customer to wait while you retrieve or compile necessary information

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I'll be back on the line shortly to assist you further.

phrase

used to assure the customer that you will return to the call soon to provide more help

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