Putting a Caller On Hold
1. Explain why
2. Ask permission
3.Tell the caller how long they will be on hold
4. Thank the caller for holding

"Ms. Johnson, can you please hold while I get your file?"
"Thank you. I will be back in a moment." 
"Thank you for holding Ms. Smith.  I will be able to help you now..."

Transferring a Call
1. Always ask for the caller's name. Don't be afraid to ask the caller to repeat it. 
2. Always check first with the person you are transferring the call too.
4. Ask permission
5. Thank the caller for holding

"I'm sorry could I have your name again?" "Can you please hold a moment Mr. Smith?" "Thank you for holding. I'll put you through to Ms. Johnson now."