Question

What step must be taken before placing a caller on hold?

A) Ask for permission and inform the caller about the reason for the hold.
B) Immediately put the caller on hold without any notification.
C) Place the caller on hold without seeking permission.
D) Disconnect the call without explanation.

Answer 1

The step that must be taken before placing a caller on hold is to ask for permission and inform the caller about the reason for the hold.

Step-by-step explanation:

The correct step that must be taken before placing a caller on hold is option A) Ask for permission and inform the caller about the reason for the hold.

When handling a phone call, it is important to acknowledge the caller's time and establish good communication. Asking for permission and providing an explanation for the hold shows respect and maintains professionalism.

For example, when handling a customer service call, the representative might say, 'May I please put you on hold for a moment? I need to consult with my supervisor to provide you with the best possible assistance.' This helps to manage the caller's expectations and ensure a positive customer experience.'