Gesture & etiquette

Keep your tone warm and unhurried even if you are busy; press hold only after the client confirms; when you return, begin with 'お待たせいたしました' (Thank you for waiting) before proceeding.

The phrase uses double politeness: 'お待ちいただけますか' (humbly receiving the favor of waiting) makes this extremely courteous. Return within 30–60 seconds if possible; if it will take longer, call back rather than leaving someone on hold — returning callers is considered more respectful.