How do You Politely Put a Customer on Hold

It's inevitable. Sometimes you need to put customers on hold. But did you know half of younger customers will hang up immediately when placed on hold? The way you handle these moments can make or break customer relationships.

This guide covers simple techniques to turn hold time from a frustration point into a trust-building opportunity.

Why Your Hold Button Could Be Killing Your Business

When someone calls your business, they expect quick attention. How you handle necessary holds directly shapes how they see your company. The numbers don't lie. 60% of customers have walked away from a purchase after a poor service experience.

Quick response time makes a huge difference in how customers view your business. Even when you can't help right away, you can still make them feel valued and respected with proper hold techniques.

Seven Magic Phrases That Transform Customer Hold Time

Ask Permission and Win Trust

Always get permission before putting someone on hold. This small courtesy gives them control and shows respect. Try something simple like, "Mr. Smith, do you mind if I put you on hold for a minute while I find your information?" Or keep it casual with, "I need to check something to help you better. Is it okay if I put you on hold for about a minute?"

This tiny step makes a big difference in how people feel about waiting.

Reveal Your Secret Mission

No one likes mystery holds. Tell customers exactly why you need to put them on hold. You might say, "I need to check with our tech team to make sure I give you the right solution." Or try, "I want to pull up your account details so I can see exactly what's happening."

When people know you're working for them – not just making them wait – they're much more patient.

Set the Perfect Waiting Clock

Most customers will only wait 2 minutes or less. About 13% think any wait time is too long. Be upfront about how long it will take. Say something like, "This should take about a minute. Is that okay with you?" Or, "I'll need about 90 seconds to check this for you."

Setting clear expectations helps prevent frustration before it starts.

Master the Extended Hold Comeback

If you need more time than you promised, don't leave them hanging. Pop back in to let them know you're still working. Say something like, "I'm still looking into this for you. Would you prefer to keep holding, or should I call you back?" Or simply, "Thanks for your patience. I need just one more minute to finish this for you."

These check-ins show you haven't forgotten about them and respect their time.

Turn Gratitude Into Gold

Always thank customers for waiting when you come back. Use their name to make it personal. "Thanks for holding, Mr. Davis. I appreciate your patience." Or, "Ms. Wilson, thank you for waiting. I have your information ready now."

This small thank-you acknowledges that they gave you something valuable – their time and patience.

Unlock Alternative Path Options

Sometimes a long hold just isn't the best solution. Being proactive can prevent many holds altogether. If you need several minutes, suggest an alternative. "Instead of keeping you on hold, could I call you back in about 10 minutes?" Or, "This might take a bit longer than expected. Would you prefer I email you the details instead?"

Giving choices shows respect for their time and schedule.

Create a Captivating Audio Experience

Your hold music and messages matter more than you might think. Make sure they match your brand and don't annoy callers. Choose pleasant, neutral music that isn't too repetitive. Keep messages brief and helpful without sounding like advertisements. Include occasional updates about wait time if possible.

Use clear, professional voice recordings without background noise to maintain a polished impression.

The Surprising Business Rewards of Hold Mastery

Good hold practices do more than just keep the current caller happy – they build your reputation. Customers stay loyal to companies that solve their problems quickly.

When you handle holds well, customers stay patient instead of hanging up frustrated. They're more likely to finish their transaction rather than giving up. They tell others good things about your business. And most importantly, they come back next time they need something.

People trust businesses that answer calls properly. That trust turns directly into customer loyalty and more sales.

Transform Your Team Into Hold Technique Experts

Everyone who answers phones needs to know how to handle holds properly. Here's how to get your team up to speed:

Build an Ironclad Hold Playbook

Write down clear rules about holds for your team to follow. Keep maximum hold times under 2 minutes whenever possible. Require check-ins for any holds that go longer than promised. Provide examples of good phrases to use when putting someone on hold.

Give alternatives for situations when holds would be too long.

Roleplay Your Way to Excellence

Include hold scenarios in your training sessions. Have team members practice with each other. Try different hold situations so everyone gets comfortable asking permission naturally. Practice what to say when checking back in during longer holds.

Give helpful feedback on tone and wording to make sure it sounds friendly, not robotic.

Analyze Real Call Success Stories

Use recorded calls (with proper disclosure) to show real examples. Review actual hold situations with your team and discuss what went well. Point out especially good examples from team members to show what works. Talk openly about calls that could have been handled better without blaming anyone.

This kind of ongoing learning creates a culture of constant improvement.

Leverage Technology to Eliminate Hold Frustration

The right technology can make holds shorter or even unnecessary. Here are some options:

The Virtual Line Revolution

These systems let customers keep their place in line without staying on the phone. The customer enters their number and gets a call when someone's available to help. This reduces frustration while still handling customers in the right order.

It's a clear signal that you value their time.

Seamless Customer Memory Systems

Systems that connect customer information can cut hold time dramatically. Customer details appear automatically when calls come in. Previous conversations are right there for the agent to see.

Common solutions are easy to find, making problem-solving faster and reducing the need for holds.

AI Reception Breakthrough

The AI Receptionist from Smith.ai handles calls with the same care as your in-house team. They can answer simple questions without putting anyone on hold. They connect complex issues directly to the right department the first time.

They maintain your company's unique voice and style throughout the customer interaction.

Measure Your Hold Success Like a Pro

You can't improve what you don't measure. Keep track of these important numbers: How long are your average hold times? What percentage of callers hang up during holds? How satisfied are customers after being on hold? What percentage of calls require holds in the first place? These numbers tell the real story of how holds affect your customers.

Set realistic goals for improvement, like cutting hold times by 15% each quarter. Aim to reduce hang-ups during holds by at least 10%. Work toward higher satisfaction ratings after holds to confirm you're on the right track.

Make hold performance a regular topic in team meetings. Share what's working and what needs work. Update your approach based on what the numbers tell you. Recognize team members who handle holds especially well to encourage everyone.

Revolutionize Your Business With Better Hold Tactics

How you handle something as simple as putting someone on hold shows a lot about your business. With good training and clear guidelines, you can turn potential frustration points into moments that build trust.

Even the best companies need to put callers on hold sometimes. For businesses struggling with call management, The Receptionist from Smith.ai provides virtual receptionists trained in these exact hold protocols.

Book a free consultation to see how their professional virtual receptionists can transform your customer experience.