Navigation Links
Easy On Hold Releases Video Tips for Dealing with Angry Customers on Hold
Date:9/28/2013

Kalamazoo, MI (PRWEB) September 28, 2013

Easy On Hold's latest video helps call center managers and busy tech help and customer service hotlines make the most of long hold times.

"Don't underestimate the importance of a quality on hold presentation," says Julie Cook, Easy On Hold president. "From the music choices to the words you say, you can help turn an angry client into a calmer one by the time the representative takes the call. That's important in terms of how the customer feels about your brand now and in the future, and also how they treat the call center reps."

#1. Pay attention to the hold music. "We landed a major contract with a national cellular phone service provider after my sister-in-law sent me an actual recording of her experience with them while on hold. It was so, so horrible--this distorted little music clip repeating over and over. It made you want to hang up," Cook says.

#2. No fluffy, grandiose content that talks about how great your company or organization is. "The caller doesn’t believe a word of it any way, especially when they just shelled out big bucks for your failed product. Steam is coming out of their ears, so stop talking about how great you are. It’s not the time or the place," Cook says.

#3. No repeated messaging. "If your hold times are longer than 4 minutes–or can be at peak times–your productions must be long enough so the caller doesn’t get tired of hearing the same thing over and over and growing more exasperated by the minute. It’s okay to repeat a call to action or time-sensitive message, but rephrase it a few different ways so it doesn’t sound like an endlessly repeating loop," Cook says.

#4. Don’t talk their heads off. She says, "The caller needs time to listen and think about what you’re saying, so offer a pleasing balance of 20-25 seconds of talking, with an equal amount of music. This is not an exact formula and will vary from business to business, but it’s a good place to start.

#5. Help them solve their problem on their own so they can get off the phone. Cook says, "Suggest they visit a specific page on your website for returns, or perhaps an easy fix to try on their PC. Some callers appreciate the human touch, but others love a DIY alternative."

#6. Skip the “your call is valuable” platitudes. "Callers don’t buy it," Cook says. "If the call was important, you wouldn’t have placed them on hold. We know you’re simply trying to convey that you care, but it’s pre-recorded and they know it. Callers will only feel important when they finally get the help they really called about in the first place.

#7. Change the music after 4 minutes. Cook says, "Your goal is to create the perception that the hold time is really shorter than it is. A variety of music tracks constantly rotating can do the trick. If you have repeat callers, this is especially helpful. And every few weeks, freshen up the content."

Read the full story at http://www.prweb.com/releases/2013/9/prweb11168669.htm.


'/>"/>
Source: PRWeb
Copyright©2012 Vocus, Inc.
All rights reserved

Related medicine news :

1. AGA releases first independently developed ABIM-approved Practice Improvement Module in GI
2. Markle releases new resources for health information sharing implementation
3. ASCO releases studies from upcoming annual meeting
4. Boys Town Releases 5 Signs of Heat Stroke in Kids
5. MTSS-mba Membership Benefits Administration Software for Private and Taft-Hartley Employee Benefit Funds Releases New Pension Modules
6. Muscular Development Store Releases the Optimum Performance Workout for High Intensity Training
7. Premier global health journal, The Lancet, releases series on universal health coverage
8. Institute for Population Health Improvement releases buyers guide for health information exchange
9. CSHL Press releases new book on the biology of drug addiction
10. Nathan Wells Releases Audiobook Detailing Battle with Undiagnosed Medical Condition
11. Probiotic Action Releases a Statement in Regards to a Recent Miami Herald Article on Minimizing Scars
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:6/27/2016)... NY (PRWEB) , ... June 27, 2016 , ... ... using cutting edge technology to revolutionize the emergency ambulance transport experience for the ... are aware of how Uber has disrupted the taxi industry through the use ...
(Date:6/26/2016)... ... 2016 , ... PawPaws brand pet supplements owned by Whole Health ... the health of felines. The formula is all-natural and is made from Chinese herbs ... Cat Kidney Support Supplement Soft Chews are Astragalus Root Extract and Rehmannia ...
(Date:6/25/2016)... ... ... The temporary closing of Bruton Memorial Library on June 21 due to a possible lice ... overlooked aspect of head lice: the parasite’s ability to live away from a human host, ... a necessary one in the event that lice have simply gotten out of control. , ...
(Date:6/25/2016)... ... ... On Friday, June 10, Van Mitchell, Secretary of the Maryland Department of Health and ... their exemplary accomplishments in worksite health promotion. , The Wellness at Work Awards took ... the BWI Marriott in Linthicum Heights. iHire was one of 42 businesses to receive ...
(Date:6/24/2016)... ... ... a crisis. Her son James, eight, was out of control. Prone to extreme mood shifts ... upset him, he couldn’t control his emotions,” remembers Marcy. “If there was a knife ... and say he was going to kill them. If we were driving on the ...
Breaking Medicine News(10 mins):
(Date:6/23/2016)... June 23, 2016 , , ... July 7, 2016 , , , , LOCATION: , , ... , , , EXPERT PANELISTS:  , , , Frost & ... Analyst, Christi Bird; Senior Industry Analyst, Divyaa Ravishankar and Unmesh Lal, ... The global pharmaceutical industry is witnessing an exceptional era. Several new ...
(Date:6/23/2016)... , June 23, 2016 ... Oticon , industry leaders in advanced ... launch of Oticon Opn ™, the world,s first ... of possibilities for IoT devices.      (Photo: ... Oticon introduces a number of ,world firsts,: ...
(Date:6/23/2016)... DUBLIN , June 23, 2016 ... the "Surgical Procedure Volumes: Global Analysis (United States, ... Australia, Canada)" report to their offering. ... an essential tool for healthcare business planners, provides surgical ... looks at surgery trends with an in-depth analysis of ...
Breaking Medicine Technology: