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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 musi
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