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:8/17/2017)... ... August 17, 2017 , ... Dr. Charles ... Through Forgiveness ($15.99, paperback, 9781498497626; $7.99, eBook, 9781498497633) focuses on the treatment ... of memories and achieve forgiveness, through a progressive journey toward healing. This book ...
(Date:8/17/2017)... , ... August 17, 2017 , ... Momkus McCluskey ... newest Partner. Ms. Parks is a member of the firm’s Commercial Litigation and Employment ... and provides a wealth of knowledge in matters of employment litigation, commercial litigation and ...
(Date:8/17/2017)... ... , ... A recent report indicates that circa 79 percent of 483 warning ... data integrity. The FDA outlines their expectations for quality critical instrumentation in the GMP ... the Beckman Coulter Life Sciences Virtual Trade Show Virtual Event, this webinar ...
(Date:8/16/2017)... ... August 16, 2017 , ... Blue Health Intelligence (BHI) ... President, Chief Medical Officer. Dr. Spiro brings over 30 years of clinical, healthcare IT, ... for BHI’s cutting-edge analytics solutions. , “I am thrilled to welcome Dr. Spiro ...
(Date:8/16/2017)... ... August 16, 2017 , ... The Data Council, ... that it was acquired by Advantage Solutions. The Data Council’s IX-ONE platform ... include the industry’s leading suppliers, brokers, distributors and retailers. The Data Council will ...
Breaking Medicine News(10 mins):
(Date:8/17/2017)... -- Bio-Ess Laboratories, LLC Chief Science Officer, Dr. Adam Elhofy , ... on Cell-Ess® Universal Titer Boost at the 9 th ... August 21-25.  The Bioprocessing Summit convenes more than 1,000 international bioprocess professionals ... ... Cell-Ess is ...
(Date:8/15/2017)... -- AccuGenomics, Inc., a diagnostic company based in ... company has provided an AccuKit to the HIV Cure ... Hill and to Qura Therapeutics for evaluation in HIV ... reservoir and viral expression in human CD4+ T cells ... is a joint initiative between the University of North ...
(Date:8/10/2017)... -- Physical Rehabilitation Network (PRN), acquired the long-standing outpatient rehabilitation clinic, ... . The reputable clinic will continue to be co-owned and ... staff of four clinicians. Lipkin received his doctorate in physical ... years of experience with a strong background in manual therapy. ... 10th PRN clinic in and around the Denver ...
Breaking Medicine Technology: