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November 28, 2017

Discerning Between The Right And Wrong Ways To Place Someone On Hold

This wouldn’t be the first time we’ve blogged about hold time. And it’s not likely to be the last. Putting a customer on hold is actually a bigger deal than you may assume. Sure, it’s something that’s done every day by practically every company that conducts business over the phone. But how many businesses are putting people on hold the right away?

So there’s a right way and a wrong way to place someone on hold?

Well, consider this MeloTel’s way of going on record and saying “yes”. The wrong way to place someone on hold is to simply state that it’s going to be done. “Hold please” is no way to inform a caller to your business that you’ll need a little extra time to address his/her needs or concerns. It’s important to ask permission. Yes, something as simple as placing a person on hold requires that you ask if it’s okay first.

“May I please place you on hold for a minute while I take a look into that for you?”

Look at how many bases are covered in that one question. Firstly, it asks for your permission – kindly. Never assume that your customer relationships are so strong that you can omit your Ps and Qs. Secondly, it suggests a time limit. This is a key ingredient in placing someone on hold in the correct manner. It gives your caller an indication as to how long the hold time will be.

What if the hold time is longer than originally intended?

This offers you an excellent customer service opportunity. Simply come back to the line and inform the caller that you’ll need some extra time to complete the task you’re currently working on. Your caller will appreciate it. Your consideration reflects the fact that your brand doesn’t take its customers for granted and that their time is valuable. Finally, the hold time question also reflects the reason you’re asking for the hold.

Don’t assume that your callers know what you’re up to. Give them a brief synopsis on the work that will be required for you to complete. “I’m going to check with my manager to see if your order has been shipped yet. If it hasn’t, I’ll be sure to put a rush on it so that it gets to you right away.”

Providing this information will get you “off the hook” for keeping a caller on hold for longer durations of time. As long as he/she is aware that what you’re doing is constructive and/or assisting with the important matter at hand, you’ll be providing the top-of-the-line customer service your company deserves to be known for.

How important is hold music?

Believe it or not, it’s a key ingredient in providing excellent customer service! Hold music guarantees callers that they haven’t been disconnected. It goes a long way in keeping people from hanging up. Naturally, the longer your callers stay on the line, the more opportunities you have to build your customer relationships. Long-term loyalty and repeat business are staples for any successful brand.

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!

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Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

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Heidi Kaufmann (Manager )TK Enterprises

“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"

Charles Murray (CEO)Benjamin Verde

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Rashalee Green (VP of Operations)Synergy Marketing

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Fouad Shuhaiber (CEO)National Projects

“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"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“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"

Wayne Goldstein (CEO)Global Mentoring Solutions

“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"

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