No one likes being put on hold. However, it’s an inevitable part of being on the phone. Especially when a representative of your business has some additional work to do before completing a call with a customer, hold time is a necessary element of providing excellent customer service.
They say “it’s the little things that count”. In today’s blog, we’ll focus on four supposed “little things” to explain how they make up the ingredients to the perfect hold time.
When putting a caller on hold, it’s vital that you never introduce the hold time as a demand. “Hold please”, although containing a courteous “Ps and Qs” element is no way to start hold time. True courtesy comes by way of simply asking if you can place the caller on hold. The request for permission connotes respect. It shouldn’t just be a request either. Be sure to inform your caller of both the reason for the hold and its estimated length as well.
“When reps need to put the customer on hold, they should ask first and do it nicely,” advises Jimmy Rodela of Executive Boutique, “Moreover, they should explain the reason why they have to place the customer on hold. For example, a representative can tell the customer, ‘May I place you on hold for a minute or two while I do some quick research on this issue?’”
At MeloTel, we’ve always believed that a quick apology is a great element to an adequate hold time scenario. It demonstrates that you appreciate your caller’s time and that you don’t mean to take up any more of it than necessary. When returning from a hold, simply state the following: “Thank you for holding, I apologize for keeping you waiting”. It can go a long way. On Comm100.com, however, Carla Jerez suggests that you offer an apology before the hold.
“Always start your hold request with an apology,” she insists, “There’s no reason not to, and it makes a huge difference in how customers feel about your service. It lets the customer know that while a hold might be necessary to get the work done, it’s not your preferred method of servicing her…According to (a Rage Study), 76% of complainants surveyed wanted an apology from offending companies, but only 32% got one.”
You’ll notice in the point made above that the words “thank you” appeared in the phrasing recommended for after hold time. It needs to be reiterated. There’s never a bad time to offer your customers some gratitude. As Rodela notes, “when getting back to the customer, reps can either thank them for their patience, or apologize for placing them on hold.” We can’t think of a reason to not do both!
If you want to ensure your callers don’t hang up on you during their hold times, hold music is a must. It guarantees callers that they haven’t been disconnected from their calls. And, believe it or not, most callers find hold music to be entertaining ways of passing the time. Thankfully, with MeloTel’s cloud-hosted Commercial Phone Services, you automatically receive a Custom Hold Music option!
For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"