Impeccable Customer Service Tip #97
Impeccable Experience:
If you must put a customer on hold, give them something interesting, engaging, informational or entertaining to listen to.
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Better yet, give them a choice of that or silence. It’s THEIR time you’re wasting: give them a chance to do something productive during it. And no matter what the option, don’t keep interrupting it (whether silence or Muzak) to say “Your call is still [not] important to us [or we’d have staffed/trained decently]”: let them be until you have something useful to say.
Agreed, Phil. That’s perfect … yet I’ve never experienced this as the customer. Hoping someone acts on this.