"Maybe our beautiful flute solo hold music will make your 5 minute hold time seem like only a few seconds."

A five minute hold is a long time. Customers need to be educated about the expected hold time. If the employee knows the hold time will likely be 1-2 minutes, inform the customer. If the employee knows it will be several minutes, let the customer know that and allow them to make a decision on whether to hold or to get a call back. Also, it is a good idea to check back with the customer when they are expecting someone to take them off hold, even if the employee doesn't have an answer yet. Go back to the caller and state that you are still working on their problem. Ask them if they still want to hold or would they prefer a call back. That simple act of kindness will help keep the caller calm.

About the author

Beth Boen

Beth Boen isĀ on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!

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