How to Make the Best out of Inevitable Hold Times

The only time a customer should be put on hold is when it’s the last resort. This could be when there are more calls coming in than there are people to answer each one, or if additional help is needed to resolve an issue. The challenge is how to keep customers on the line when they are inevitably placed on hold.

Adding music and messages is a great way to make the most of a customers wait time. Here are some things to keep in mind when choosing the right audio for your company’s hold time.

Advantages:

• Music can have a relaxing effect on the customer.
• When customers are actively listening to something on their end, their perception of time seems shorter.
• Businesses can use on hold messages to share promotions or information about the company—possibly inspiring future sales.

Keep in Mind:

• Target audience. Choose music you feel a majority of your customers will enjoy.
• Ad length. Keep ads long enough to include important info, but short enough to keep customers listening.
• Loops. Be weary of excessive repetition, which can end up sounding like a broken record. You don’t want to annoy your customers.
• Cost. Some music is more expensive to purchase than others (some is even free). Though recording audio ads may be expensive, the ads will ideally pay for themselves in future sales.

A survey conducted by USA Business Telephone Today found that when on hold, people tend to respond better to music than to silence, and even better to music accompanied by informational messages. 52% of those in the survey hung up after more than one silent minute on hold, as compared to only 13% who had music to listen to, and only 2% that heard music and messages. Notably, the survey also found that the music and messages had a considerable effect on the caller’s perception of the amount of time spent on hold.  All of those faced with silence were convinced that their hold time was longer than it actually was, when less than a fifth of the callers who heard music and messages thought so.

Beyond some initial concerns a business may have about utilizing hold music and messaging, it seems clear that any company would do well to invest in using on hold music and messaging. In addition to better call retention rates, the messages heard on hold may lead to new or increased sales. Be as attentive as possible when on the phone with a customer, and when a hold is necessary, strive to make wait time a positive experience. Listen to customer feedback regarding your hold music and messaging, and take these suggestions to heart. As always, pay attention to what the customer wants above all and work to provide it.            

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How to Take Control of a Customer Service Call

Every so often, the role of a customer service representative can veer uncomfortably towards that of a therapist. For some people, when upset, the knowledge of someone on the other end of a phone line that’s willing to listen is enough to provoke a prolonged lament about general problems. When a representative finds him or herself on the receiving end of such a call, finding a tactful way to resolve the situation and move on to other responsibilities can be a challenge. While it’s important to be sensitive to the needs of the customer, it’s equally important not to allow one customer to monopolize your time at the expense of other customers and general productivity.

Taking control of a customer service call while remaining polite is one of the trickier skills a good customer service representative should have in his or her arsenal. It requires finding the right balance between honoring time management concerns and making sure an upset, overly talkative customer feels taken care of. Keep these few tips in mind to help navigate difficult situations.

Start the Call Right

Make sure the customer’s problem and desired solution are stated as early in the call as possible. If a customer has a hard time explaining the problem or desired solution in specific terms, ask pointed questions to help clarify.

Take Every Opportunity to Keep the Conversation Focused on Finding and Implementing a Solution

Certain personality types just have a hard time staying on topic. When a customer continually shifts a phone conversation to topics unrelated to reaching the desired solution, treat every response as an opportunity to nudge the conversation back in the right direction. Consider lines like: ““I’m sorry to hear that. So, in order to fix this what we need to do today is…” as a lead in to suggesting a specific action item.

Make Sure To Keep Your End of the Conversation Brief and On Point

Set an example. Don’t let yourself get off topic or you’re setting a tone for the conversation that implies it doesn’t need to be all business. It’s the job of the customer service representative to help the customer solve a specific problem related to the product or service, not to become his or her close confidante.

Once the Problem, Solution, and Needed Actions are Determined, Wrap it Up

Use language that lets the customer know it’s time for the call to come to an end.
Some suggested lines to consider:

• “Sounds like we’ve covered everything…”
• “I’ll get started on this right away…”
• "I don't want to take up anymore of your time, so..."
• "I have everything I need on my end..."

With Overly Persistent Customers, Put Them On Hold to Work Out Strategy

If all the other tips have been unsuccessful, as a last resort, put the caller on hold. This provides a few moments to organize thoughts and figure out the best way to approach wrapping up the call effectively. It also provides a second opportunity to re-establish the tone of the call and assert greater control over the situation.

Time is valuable. As a customer service representative, it’s useful to approach most situations with an accommodating demeanor, but it’s just as important to have the capability to shift into a more take control attitude from time to time, steer the conversation in the right direction, and take control of the conversation to resolve issues efficiently.

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