No matter your type of business, you are bound to perform some of your work over the phone. Yes, there are numerous ways to communicate with your clients, customers, colleagues and co-workers. However, it can be argued that none are quite as effective as the traditional phone call. During your phone calls, you’re likely to have moments when you need to place your callers on hold. Although it’s a pretty simple task, there is definitely a right way and a wrong way to do it.
Let’s look at some do’s and don’ts of putting customers on hold.
DO ask for permission.
The kind and courteous way to begin a holding process is to simply ask if it’s okay. “May I please place you on hold for a minute or two while I look into that for you?” This request connotes respect. It also provides some valuable information. It announces the approximate hold time and also states the reason for the hold. By asking for permission, you set a positive tone. This is important, especially when a customer appears to be agitated.
DON’T leave them hanging.
As mentioned, it’s important to offer an approximate wait time when asking someone to be placed on hold. However, it’s completely understandable if the work you’re doing takes longer than the amount of time you suggested. Nevertheless, it will not be understandable to your customer if you don’t come back to the line within that amount of time. Be sure to return to the call to simply inform the caller of the work you’re doing. Let him or her know that it may take a little extra time and repeat the permission request with a new timeframe.
DO provide some “edutainment”.
With a Custom Hold Music feature, you can both educate and entertain your callers while they wait on hold. For the record, it is vital that customers hear something during their hold times. Dead silence is often enough for people to hang up the phone. Don’t give anyone the impression that you’ve disconnected the line. Hold music will generally keep them listening.
However, when you create custom messaging, your hold times can be utilized as marketing opportunities. Create original songs and/or ads that promote your company’s latest offerings and deals. Doing so will both enhance the hold time experience (making it feel shorter) and grow your sales.
DON’T be vague about your process.
“Why was I placed on hold?” This is a question you don’t want any of your callers asking themselves. Each customer should be well informed about the reason for the hold time. Be clear about what you’re doing for your clients so that they can be confident their issues will be resolved. When you return to the call, be informative about the steps you’ve taken and the results of those steps. Your customers will appreciate the detailed transparency and grow to trust your brand for their future needs.
For the record, Custom Hold Music is just one of many features that come with Melo Technology’s cloud-hosted Commercial Phone Services! To learn all about them, please don’t hesitate to give us a call at 1-888-MELOTEL or fill out the form on our Contact page!
