How often we put our callers on hold, how long we leave them waiting and how we actually go about doing this can all affect how our customers perceive our business.
One of the most frustrating things a client can hear whilst on the phone is that dreaded phrase: "Please hold."
The reason for this is that when you put a client on hold, even for just a few minutes, it tends to feel like FOREVER to the caller.
He begins to feel unimportant and will often wonder if his call has been forgotten altogether.
By the time you get back to the caller you might find that he's in a far less pleasant mood than when the call began, or that he isn't even on the line anymore. And if this happens you can bet that he won't call back….
But putting customers on hold is often a necessity, so what can we do to ensure that we keep the caller happy while we do this?
One of the first things to consider, especially if callers to your business are kept on hold for longer periods of time, is to add background music or informational messages to the call. This can greatly reduce the amount of time it feels like the caller's on the line for, and, who knows, he might even enjoy it.
However, the same informational messages or songs playing over and over again ad nauseam can do the exact opposite, so think about it carefully.
Let's take a look at a few dos and don'ts when it comes to putting callers on hold:
Do tell the caller the reason they're being put on hold. Whether it's to locate the customer's file, double check a fact or to see if someone is available to transfer the call to, always give a reason.
Don't stop the caller mid-sentence to put them on hold. Even if you are incredibly busy or involved with something else you should never interrupt the caller.
Do give an estimate regarding how long you're going to leave them on hold for.
Don't ask the caller to call you back if what you need to do is going to take a while. Make sure you ask for their contact number and find out when a convenient time would be to conclude the call, then YOU can call THEM back.
Do offer to call the client back if you need to put them on hold multiple times in one call.
Do use the caller's name throughout the conversation. This makes it more personal and shows the caller that you are indeed listening.
Do apologise for the inconvenience when you return to the phone.
The simple act of treating your callers kindly, professionally and sincerely can have wondrous effects on the image of your company. Give the tips above a try and see what the result is - you and your customers should be pleasantly surprised!