Communication: When Silence Isn’t Golden

We’ve all heard the statements, ‘silence can be deafening’ and ‘silence speaks louder than words.’ This is even more evident while on a phone call. Think about the times you’ve been placed on hold and how it made you feel. Did your level of agitation or frustration increase the longer you were on hold? Now think about how the amount of time on hold can affect a client’s interactions with you. The following audio clip is based on a real call and demonstrates how minimizing hold time for the client can make a difference.

Alternative Media

  • Download Video .mp4
  • Download Audio Only .mp3
  • Download Transcript .rtf

(Music credit to Jason Shaw @

Was this article helpful?

Comments or Suggestions?

We want Quest to be your source for important information that you need to succeed at in your work but we need your help:

Was this article helpful? Was it missing something you needed to get the job done?

Tell us what you think, what you know about this article. What are we doing well, and what we could do better.

All fields are required.