Make Being on Hold a Better Experience for Your CustomersWhen you are calling the customer service line of a company and you are put on hold, you will likely take a deeply frustrated sigh and sit back for the inevitable wait while listening to terrible music and meaningless cheesy messages.The truth is that no one enjoys being placed on hold. All you need to do is ask a simple customer service question and you have to wait on the phone for what feels like ages. You can’t call back because you will lose your place in the queue, but you feel like you are being ignored and that the company doesn’t care about you. You will also get very fed up with the message that “your call is important to us” repeated over and over again along with the stale and boring music repeating on a loop. Since being on hold is such an annoying experience at so many other companies, if you can improve the experience for your customers when they call your business you will stand out above the rest.

What is It Like Being on Hold to Your Small Business?

If you manage a company you might have never called the customer service hot line to experience what it is like from the perspective of a customer. To find out, pretend you are a customer with a question or a complaint and try to get it resolved. Take note of how long you are kept on hold, what you had to listen to while you were waiting and how many times you were transferred around until you reached the right department. Once you have identified what the experience is like, you can start working to improve it. Here are some of the things that you can do to create a better on hold experience for your customers:

Don’t Make Them Wait so Long

Of course, the best thing that you can do to improve your telephone customer service is to decrease the wait times. This will include hiring a few more telephone representatives for your help hotline so that callers don’t have to wait so long.

Give Them the Basics Right Away

How many people call in to your company just to check basic information such as store hours, address, website address and more? You could have all of this information prerecorded on your phone system so that when people call they have an option to “press 1 to speak to a representative or press 2 for store hours and information”. This will also free up your representatives to speak to more customers because they are not spending their time answering the same questions over and over again.

For Goodness Sake, Change Your On-Hold Music

If you have some horrible “muzak” playing for your customers while they are on hold which is completely devoid of personality, it is no wonder that your customers are getting frustrated. Another big mistake is having a radio station playing as your music on hold, as often these stations will run adverts for your competing company which makes no sense from a business perspective! Instead, get some good quality hold music which is enjoyable to listen to and make sure that you have enough variety so that the customer doesn’t sit on hold for 10 minutes and hear the same song three times.

Tell Them Something Interesting

While you’ve got your customer on hold, you can make the experience more valuable for both of you by providing messages about upcoming events, promotions, sales, and special programs that will benefit them. However an unprofessional on hold message will become annoying if it is too cheesy and sales-oriented. Make sure that these messages are scripted in an engaging and entertaining way which will get them genuinely interested in something that could offer them good value. You’ll know you’ve got it right if people start asking about the special offer you promoted in the on-hold message as soon as your representatives answer the phone.

These are just a few ways you can improve being on hold to your company and give your customers a better experience anytime they call.

Have you assessed the telephone hold structure at your small business? Share your small biz diamonds in the comments section below.

Do you know how your business telephone systems work and what it is like to be on hold to your company? Listed above are some ways that you can improve the experience. This post has been submitted by

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