Managing Customer Calls with Holds and Transfers.

Lesson 6 brings together several earlier skills and applies them to full phone calls. You work with complete call transcripts that include greeting, checking the reason for the call, confirming details, putting the customer on hold and transferring to another department. You learn natural phrases for explaining why you need to put someone on hold and for thanking them when they return. You also practise offering a callback and taking clear messages when a colleague is not available. The lesson highlights ways to keep control of the call while still sounding helpful and polite. In the final task, you plan and practise a short call from your own context, including a hold or transfer, so that real calls feel more manageable.

1. Seeing the stages of a full customer call.

In this lesson you will work with complete customer calls, not just single phrases. To start, I would like you to see the whole journey of one typical call, so you can understand where holds, transfers and messages fit in. Imagine you work for BrightNet, a company that provides internet and electricity. A customer, Ms Green, phones because there is a problem with her latest bill. In the audio at the top of this block, I talked you through the main stages of the call. Now, on the screen, you will read a short transcript of the beginning and middle of this call. Your job is to notice what happens in each stage, not every single word. Focus on the structure. How does Sam, the agent, open the call? How does he move from the reason for the call to checking details? When does he put Ms Green on hold, and what does he say before and after the hold? In the activity, you will explain these stages in your own simple words. This will help you keep control of your own calls later in the lesson.

A complete customer call: meet Sam and Ms Green.

In this lesson we will follow one call from start to finish. You are listening to Sam, an agent at BrightNet, and Ms Green, a customer with a problem on her bill.

Below is a short transcript of the call. Do not worry if you do not understand every word. Focus on what is happening at each moment.

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Transcript extract

> Sam: Good afternoon, BrightNet customer service, this is Sam speaking. How can I help you today?

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> Ms Green: Hello, yes, I have a question about my electricity bill. The amount is much higher than usual.

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> Sam: I am sorry to hear that. Let me just open your account. Could I have your full name, please?

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> Ms Green: It is Anna Green.

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> Sam: Thank you, Ms Green. And could you confirm your postcode for me?

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> Ms Green: It is SW4 8JL.

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> Sam: Perfect, thank you. I can see your account now. Just to check, is this about your latest bill for May?

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> Ms Green: Yes, that is right.

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> Sam: Thank you for confirming. I am going to look at the details of this bill. I will just put you on hold for a moment while I check that.

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> Ms Green: Yes, that is fine.

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> [short hold music]

>

> Sam: Thank you for holding, Ms Green. I have checked your bill. I can see there was an estimated reading in April, so May looks higher.

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The main stages you can see.

In this extract you can already see several key stages of a typical customer service call:

1. Opening the call – polite greeting and introduction.
2. Finding the reason – asking what the call is about.
3. Checking details – confirming name, postcode and which bill.
4. Putting on hold – explaining that you will check something.
5. Returning from hold – thanking and giving a first explanation.

In the rest of the full call, which you will see later, Sam may transfer the call to another department or take a message. For now, it is important that you recognise the structure. When you know the stages, you can choose the right phrases and stay calm, even if the customer is stressed.

In the activity below, you will read the transcript again and then describe these stages in your own words. This will help you prepare for more detailed language work on holds and transfers in the next blocks.

Practice & Feedback

Read the transcript extract again carefully. Think about what is happening, not just the exact words. Your task is to describe the stages of this call in your own simple English.

Write 4–6 sentences. In your answer:

• Say what happens in the opening, in the reason stage, in the detail check, when Sam puts Ms Green on hold, and when he comes back.
• Use phrases like First, then, after that, finally to show the order.
• You do not need to copy full sentences from the transcript. Try to use your own words.

This is about understanding the flow of the call. Imagine you are explaining it to a new colleague at work.

2. Putting a customer on hold politely.

Now that you have seen the general stages of the call, let us zoom in on one very common and sometimes stressful moment for agents: putting a customer on hold. Many learners feel nervous here because they do not want to sound rude. However, with a few clear phrases, you can sound both professional and friendly. In Sam’s call with Ms Green, there is a short section where he explains that he will check her bill and needs to put her on hold. Listen carefully to how he introduces the hold, and what he says when he comes back. Notice three things. First, he gives a reason for the hold, not just silence. Second, he checks that it is all right for her to wait. Third, when he returns, he thanks her for holding before he talks about the bill. After you listen to this short extract again, you will practise writing your own hold phrases, adapted to your company. This will help you feel more confident the next time you need to press that hold button.

Focus on the hold: what does Sam actually say?.

In the previous block, you saw that Sam needed to put Ms Green on hold to check her bill. This is an important moment in many calls. If you are not clear, the customer can feel worried or abandoned.

Here is the key part of the transcript again, with the hold language in bold.

> Sam: Thank you for confirming. I am going to look at the details of this bill. I will just put you on hold for a moment while I check that.

>

> Ms Green: Yes, that is fine.

>

> [short hold music]

>

> Sam: Thank you for holding, Ms Green. I have checked your bill. I can see there was an estimated reading in April, so May looks higher.

Useful patterns for holds.

Sam uses language that is polite but simple. You can copy and adapt his patterns to your own work. Look at these examples:

• I will just put you on hold for a moment while I check that.
• Would you mind holding while I speak to my colleague.
• I will only be a minute.
• Thank you for holding.
• Thanks for waiting.

Notice some important elements:

1. A warning: I will just put you on hold…
2. A reason: …while I check that / speak to my colleague.
3. A time signal: for a moment / I will only be a minute.
4. A thank you when you return: Thank you for holding.

You do not need complex grammar to sound professional. Clear, short sentences are perfect.

Mini checklist for a good hold.

Before you put a customer on hold, ask yourself:

• Have I explained why I am putting them on hold?
• Have I checked that it is OK for them to wait?
• Have I given an idea of time?
• When I come back, do I thank them before continuing?

In the activity, you will first listen again to Sam’s hold section, then you will write your own short hold and return phrases for your typical calls.

Practice & Feedback

Listen to the short extract carefully. Focus on how Sam puts Ms Green on hold and how he returns. Then, imagine you are on the phone at your company.

Write 2–3 sentences that you could say in your job:

1. One sentence to explain the hold and give a reason.
2. One sentence to check it is OK or to soften the hold.
3. One sentence to thank the customer when you come back.

Use the patterns from the examples above, but adapt the details to your context. For example, you might check a delivery, a booking, a payment or a technical issue. Try to sound calm, polite and natural. Do not worry about being perfect; this is practice.

3. Explaining a call transfer clearly.

Often, after you put a customer on hold, you discover that someone else in your company is the best person to help. At that point, you need to transfer the call. This can be another stressful moment for both you and the customer. They may think, oh no, I have to explain everything again. Your job is to keep control, explain what will happen and make the transfer feel safe and helpful. In Sam’s call with Ms Green, imagine that when he checks the bill, he sees that only the billing team can change the amount. He decides to transfer her. Listen to how he does this in the script on the screen. Notice that he does three key things. First, he explains who he is transferring her to and why. Second, he offers to tell his colleague about the problem, so Ms Green does not need to repeat everything. Third, he protects the customer by talking about a callback if the line is cut. After you read these lines carefully, you will write a short, chat-style set of messages showing how you would explain a transfer to your own customer.

When you need to transfer the call.

Sometimes you check the problem and realise that another team needs to handle it. For Ms Green’s bill, imagine Sam cannot change anything himself. He needs help from the billing team.

Here is how he could explain the transfer.

> Sam: Ms Green, I have checked your bill. This is something our billing team needs to adjust. I am going to transfer you to our billing team now.

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> Ms Green: All right.

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> Sam: I will put you through to a colleague who can help. May I tell them what the problem is before I transfer you, so you do not need to repeat everything?

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> Ms Green: Yes, please, that would be good.

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> Sam: Great, thank you. If we get cut off for any reason, I will call you back on this number. Is this still the best number for you?

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> Ms Green: Yes, it is.

Key transfer phrases to copy.

From this short section you can build a mini phrase bank:

• I am going to transfer you to our billing team now.
• I will put you through to a colleague who can help.
• May I tell them what the problem is before I transfer you.
• If we get cut off, I will call you back on this number.

Notice how Sam keeps control and gives reassurance:

• He explains who and why: our billing team… who can help.
• He makes it easier for the customer: so you do not need to repeat everything.
• He protects the customer: If we get cut off, I will call you back….

Small structure for transfers.

You can use this simple structure in many calls:

1. Explain the reason for the transfer.
2. Say who you are transferring to.
3. Offer to summarise the problem for your colleague.
4. Check or confirm the callback number in case of problems.

In the activity below you will practise this in a chat-style simulation. You will write what you would say to a customer when you need to transfer them, using short, clear messages.

Practice & Feedback

Imagine you are chatting with Ms Green in a phone-to-text system. You are about to transfer her to your billing team.

Write 3–5 short messages as if you are the agent. Do not write Ms Green’s messages, only your side.

In your messages:

• Explain who you will transfer her to and why.
• Offer to tell your colleague about the problem so she does not repeat everything.
• Mention that if the line is cut, you will call back, and check the number.

Write each message on a new line, like a real chat. Use some of the transfer phrases from the examples above, but adapt them to sound natural for you. Focus on being clear, polite and reassuring.

4. Taking a clear message for a colleague.

Transfers do not always work perfectly. Sometimes the colleague or department you need is not available. Maybe they are in a meeting, maybe the line is busy, or the office has just closed. In these situations, you still need to keep control of the call and offer a good next step. Often, that means taking a clear message and arranging a callback. Let us return to Sam and Ms Green. Imagine that when Sam tries to contact the billing team, nobody answers. He cannot transfer the call now. He needs to come back, explain the situation, and take a message. On the screen you will see an example of what he could say, and also a simple internal note that he might write for his colleague. Notice the key information he collects: the customer’s name, phone number, the main problem and a good time to call back. After you study the example, you will write your own short message note, based on some bullet-point information I give you.

When transfer is not possible: take a message.

You have tried to transfer the call, but your colleague is not available. You cannot solve the problem yourself. What do you do? You take a clear message and arrange a callback.

Here is how Sam could continue with Ms Green.

> Sam: Ms Green, thank you for holding. I am afraid my colleague in billing is not available at the moment.

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> Ms Green: Oh, I see.

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> Sam: I do not want to keep you on hold. Could I take a message for my colleague, and ask them to call you back?

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> Ms Green: Yes, that is fine.

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> Sam: Thank you. So, just to confirm, your name is Anna Green and your best contact number is 07 912 345 678, is that right?

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> Ms Green: Yes, that is correct.

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> Sam: Great. And when is a good time for us to call you back?

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> Ms Green: Any time tomorrow morning.

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> Sam: Perfect, we will ask our billing team to call you tomorrow morning about your May bill.

What information do you need?.

For a useful message, make sure you always have:

• Customer’s full name.
• Best phone number or contact method.
• Short summary of the problem.
• Preferred time for the callback.
• Any important reference (order number, account number, bill month, and so on).

Example of an internal message note.

Here is a simple internal note Sam might write for his colleague in billing:

> Customer: Anna Green

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> Number: 07 912 345 678

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> Issue: High May electricity bill after estimated reading in April.

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> Action: Please call customer back tomorrow morning to explain charges and options.

In real life, your system may have boxes to complete. However, being able to write a short, clear message in English is very useful.

In the activity, you will use some bullet-point information to write one complete message note in 3–5 sentences. This will help you practise summarising the problem and next step clearly.

Practice & Feedback

Read the bullet-point information in the resource carefully. It describes another customer who could not be transferred.

Your task is to write one clear internal message for your colleague. Write it as 3–5 full sentences, not bullets.

Include:

• The customer’s name and phone number.
• A short summary of the problem.
• What you want your colleague to do next.
• The customer’s preferred time for a callback.

You can follow the structure of Sam’s example, but change the details. Imagine that your colleague will read only your message before phoning the customer, so make it easy to understand and polite.

5. Controlling the call from hello to goodbye.

You have now seen three important skills inside one call: putting the customer on hold, explaining a transfer and taking a clear message. In real life, these do not happen in isolation. They are part of one continuous conversation. Your next step is to bring everything together and control the flow of a full call. To help you, I will give you a new, but similar, scenario. This time the customer is Mr Ali, and he is calling about a double payment on his account. As the agent, you will greet him, find the reason for the call, check his details, put him on hold, and then either transfer him or take a message, depending on the situation. On the screen you will see a simple template for the main stages, with some useful phrases you can adapt. Your task in the activity will be to write your side of the call, from hello to goodbye, in clear, short sentences. Think of it as a mini script you could keep next to your phone.

Putting the pieces together.

So far, you have practised different moments of a call with Ms Green: the opening, the hold, the transfer and taking a message. Now it is time to control a full call yourself.

Here is a new scenario for you:

> Customer: Mr Ali

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> Company: BrightNet

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> Problem: Double payment on his account for the same month

>

> Your role: Customer service agent

You need to:

1. Open the call politely.
2. Find out the reason and confirm the main problem.
3. Check basic details.
4. Put Mr Ali on hold while you check his account.
5. Decide to transfer him to billing or take a message if they are not available.
6. Close the call clearly and politely.

A simple template you can adapt.

You can use and adapt these sentence frames:

• Opening
• Good [morning/afternoon], [company] customer service, this is [name] speaking. How can I help you today?

• Reason and confirmation
• So you are calling about… is that right?
• Let me just check I understood correctly.

• Details
• Could I have your full name, please?
• Could you confirm your account number for me?

• Hold
• I am going to look at the details of your account. I will just put you on hold for a moment while I check that.
• Would you mind holding for a minute?

• Transfer or message
• I am going to transfer you to our billing team. I will put you through to a colleague who can help.
• Could I take a message for my colleague and ask them to call you back?

• Closing
• Before you go, is there anything else I can help you with?
• Thank you for your call, goodbye.

Your mini script.

In the activity, you will write your own side of the call with Mr Ali. You can follow the template, but change the details and add any extra sentences you need. Aim for 8–12 short sentences. This will help you build a script that you can later adapt to real calls in your job.

Practice & Feedback

Use the scenario and the template above to write your agent script for the call with Mr Ali.

Write 8–12 short sentences that show your side of the call from start to finish. Include:

• A polite opening.
• One or two questions to find and confirm the reason for the call.
• One or two questions to check details.
• Clear language to put him on hold while you check his account.
• Either a transfer to billing or clear message-taking language.
• A friendly closing.

You do not need to write Mr Ali’s answers. Focus on your language as the agent. Try to reuse some of the chunks from the template, but adapt them to sound natural for you and your company.

6. Designing a call script for your real job.

Up to now, we have stayed inside the world of BrightNet, with Ms Green and Mr Ali. That has helped you see and practise the language in a safe, clear context. For the final step in this lesson, I would like you to move closer to your **real job**. Think about a typical situation where you need to put a customer on hold, transfer them or take a message. It might be a billing question, a delivery problem, a booking change or a technical issue. On the screen you will see a simple planning table and a short phrase bank. Use these to design your own call, with your own company name and customer type. You will not write every word you might say, but you will plan the key sentences for the most important moments: opening, explaining the hold, explaining a transfer or message, and closing. In the activity, you will then write a short script or outline, and I will give you feedback and suggestions so you can use it in real calls. This is your personal mini toolkit for managing calls with holds and transfers more confidently.

Bring it into your world.

You have seen how Sam handled holds, transfers and messages at BrightNet. Now it is time to personalise the language for your real job.

First, think about a realistic call in your work:

• What type of company are you in?
• What department are you in now, and which department do you often transfer to?
• What typical problem does the customer have in this situation?

Planning table.

Fill in this simple plan in your head before you write:

• My company / context: e.g. hotel, online shop, bank, IT support.
• My department: e.g. front desk, customer care, reservations.
• Other department: e.g. accounts, technical support, manager.
• Typical problem: e.g. wrong charge, booking error, internet not working.

Phrase bank to adapt.

You can mix and match these phrases with your own details:

• Opening
• Good [morning/afternoon], [company] [department], this is [name] speaking. How can I help you today?

• Hold
• I am going to check that for you. I will just put you on hold for a moment while I…
• Would you mind holding for a minute while I speak to my colleague?

• Transfer
• I am going to transfer you to our [department]. I will put you through to a colleague who can help.
• May I tell them what the problem is before I transfer you, so you do not need to repeat everything?

• Message and callback
• I am afraid my colleague is not available at the moment. Could I take a message and ask them to call you back?
• When is a good time for us to call you back?

• Closing
• Before you go, is there anything else I can help you with today?
• Thank you for your call, goodbye.

Your task.

In the activity, you will write a short personal call script or outline for one real situation from your work. This will be your first version. Later you can change details, add company-specific information or translate parts if needed. The important thing is that you have a clear plan in English for calls with holds and transfers in your own context.

Practice & Feedback

Now design a call for your real job. Think of a common situation where you need to put the customer on hold and then either transfer them or take a message.

Write two short paragraphs or a bullet-style script with 8–12 sentences in total.

Include:

• A realistic opening with your company or department.
• One or two sentences to explain the hold.
• One or two sentences to explain a transfer or to take a message and arrange a callback.
• A polite closing.

You do not need to write the customer’s words, only your own side. Use and adapt phrases from the phrase bank above, but change the company, department and problem to match your real work. This is a draft you could really use next time you answer the phone.