"Call back later, we're swamped"
OK, so the chances are you would never say that. But do you air any of your company's dirty laundry?
- Our computers are slow. Again.
- He's out, I have NO idea when he'll be back.
- We are short-staffed.
Customers don't care what you can't do, they care what you CAN do.
"Bear with me while I pull up your account."
"Would you like his voicemail or may I take a note for you?"
"Let me help."