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

c. 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.


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