The Most Reliable & Trusted
VOIP Service Provider
in Canada
September 10, 2019

How Can Putting Callers On Hold Improve Customer Satisfaction?

The following are two phrases that communicate the exact same message in totally different ways. Phrase #1: Hold please. Phrase #2: May I ask you to hold for just a minute or two while I take a look into that for you? Both of these requests are meant to elicit the same result. However, each produces a totally different feeling in the person the request is being made of.

Phrase #1 is a demand.

It isn’t courteous and it isn’t polite. Yet, countless businesses use this phrase when providing their customers with service over the phone. Hold times are inevitable. Everyone knows this. But the ways in which you request your callers to wait on hold will make a huge difference in the levels of customer satisfaction that are achieved.

Phrase #2, of course, isn’t a demand, but instead, a polite request.

It not only asks the caller for permission, but it gives him/her an understanding of how long he/she will have to remain on hold. Make no mistake about it. No one is truly a fan of being on hold. But knowing that the company representative is working away at helping you, coupled with the knowledge that it shouldn’t take that long, makes the entire process a lot easier.

Not to mention, phrase #2 connotes respect. It doesn’t take for granted that the caller has time, wants to be placed on hold or has no say in the way in which the conversation proceeds. Showing respect to customers is vital if you wish to grow your company’s reputation as a top customer service provider.

“Before you put a caller on hold, always ask for permission and wait for the customer to answer you,” instructs, “Most customers will answer ‘yes’ if asked politely to hold. If options other than holding exist, such as leaving a message, voice mail or finding information on the internet, let the caller know at this time.”

Here are two more phrases to consider.

Phrase #1: Hello? Phrase #2: Hello and thank you for holding. I apologize for that delay. Which of the two phrases is the appropriate choice when returning back to the line from a hold? We’re pretty sure we don’t have to explain why the second is clearly superior to the first. Thanking your customers should be a regular part of your customer service routine.

As advises, “when you return to a customer who is on hold, always thank them for their patience and then provide them with the information they requested or if necessary transfer them to someone who can help them.”

Hold music is an important part of providing excellent service.

Believe it or not, your callers both need to and want to hear hold music. A hold time absent of hold music is one that may confuse the person waiting. Have I been disconnected? Don’t think this question isn’t running through your customer’s mind when all he/she hears is dead silence.

Lucky for you, Custom Hold Music is an automatic feature that comes with MeloTel’s Commercial Phone Services! For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

Here are a few testimonials from what our customers have to say:

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

“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"

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

“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 portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“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"

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"

Request Information

Connect With Us