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yeah Ive received two invoices for the same amount youve doubled up okay hang on Sam theres a guy in line two for you thanks Jim hi can I help you lets have a look at that exchange this response okay hang on is not acceptable instead of telling someone to hang on one moment please is a far better alternative and when the female transfers the call to Sam she fails to pass on the information the client has shared with her this means the caller has to repeat himself she should have said I have been on line two for you hes received duplicate invoices allowing Sam to pick up the call with hi Ben I understand you received two invoices for the same amount this portrays a polished image and saves their customers time