In our last blog, we revisited the topic of placing customers on hold and unveiled some of the appropriate steps that customer service reps should take to do it correctly. At first thought, it may seem like putting someone on hold is an easy thing to do – something not even worth discussing. We’d argue that the complete opposite is true! Putting someone on hold is one of those “small” things that can make a big difference.
We pointed out that the asking of permission, the revealing of a timeline and the explanation of what will happen during the hold are all important elements of a proper approach to hold time. As well, we highlighted the importance of hold music in order to keep customers on the line.
Yes, the ways in which you come back from hold times are just as important as how you initiate them in the first place. First things first – begin with gratitude. In our previous blog, we noted that it’s always wise to be on your Ps and Qs. As a customer service representative, it is doubtful that you can say “please” and “thank you” enough. When you return from your hold, yet another opportunity is presented to you.
It’s important to treat your customers’ time with respect. It’s every bit as valuable as your own. When you communicate your gratitude and appreciation, you will be taking a big step in growing your brand’s reputation and strengthening your customer relationships. You’ll notice that the statement does more than just offer thanks. It also offers an apology.
You may be wondering why you should say “sorry”. After all, it’s not like you’ve done anything wrong. Again, this statement falls under the category of “gratitude”. It reiterates your understanding that everyone’s time is valuable. Furthermore, it’s yet another declaration of how important your customers are to you. No matter how quick the hold time was, it’s never particularly pleasant to have to wait.
Consider the alternative way to take someone off hold. “Okay, so I went ahead and looked into that for you…” or any other version of an abrupt re-starting of a conversation just plain sounds weird. It doesn’t acknowledge that someone was waiting for you to continue the conversation. It also doesn’t acknowledge that the waiting itself may have been undesirable.
But, at the same time, most people recognize that when they call up companies for customer service, there are bound to be times when they will be kept on hold. This provides your company with ideal opportunities to show that it is a cut above its competition. What separates your brand from the rest? It all comes down to how it treats its customers. Hold time – specifically how it begins and ends – is a great way to show your customer service superiority!
Contact MeloTel today to learn more about our cloud-hosted Commercial Phone Services and the many features – Custom Hold Music included – that come with them! 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"
“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"