(Office ambience) A：Hi Chen Hao, have you got a minute?
A：It’s not polite to hang around when someone is the phone so I decided to come back.
A：I know what you mean. Putting callers on hold for more than thirty seconds is bad for customer relations.
C：半分钟，别说半分钟；我刚才足足等了半小时。不过，Amy, 说实话，我让别人等的时候，有时候也容易把时间忘了。What can I do?
A：Watch the clock. Time passes quickly for the person who is busy with other callers or issues, but for the person on hold, time creeps by.
A：Since your job doesn’t involve answering other people’s calls, I would guess that your callers are waiting for you to look up information while they hold.
A：There is a difference in holding for someone to answer the phone and holding for someone to look up information for you.
A：If you ask people to hold while you are looking up information or trying to help them in some way, they are willing to wait.
C：我怎么还是不明白？ A：People are happy to wait while you work on their behalf.
A：When you take your time getting to the call, the caller starts to imagine all sorts of scenarios.
C：没错，我就经常怀疑对方是把我给忘了。 A：The caller may suspect you don’t think the caller is important.
C：还有呢？ A：Maybe you don’t value the caller’s time?
A：Yes, and the result is that your caller is pretty annoyed when you finally answer the phone.
A：Exactly. So if you want to avoid making people feel unimportant or ignored, pick up your phone as soon as you know you have a caller waiting.
A：Exactly, good business etiquette as usual is to be considerate of the other person.