The Hold Button Is Not a Weapon!

Don’t use the hold button to explode an obnoxious, annoying, or irritating caller into the never-never land of hold.  In fact, if you can avoid putting people on hold, that’s even better.  Do you like being put on hold?  How long are you willing to wait?  What does it feel like to be on hold?  Most likely, very unpleasant and unproductive.  No one likes to be kept waiting on hold.  Many businesses try to soften the experience of being on hold.  The most popular device has been music.  Some companies tune into a local radio station.  Have you called an airline or a movie theater lately?  They play commercials for their products or services.  One company uses Jokes on Hold.  Great idea?  Wrong.  People would pick up the phone before the punch line and upset the holding caller.

An intriguing idea was suggested by a well-meaning but overworked receptionist with as many as 10 callers on hold who said, “While you’re waiting, would you care to speak with someone else who’s on hold?”

There is a better way!  When you put people on hold:

  • Tell them that you’re going to put them on hold.
  • Tell them why.
  • Estimate the time they’ll be on hold.
  • Offer them the option of calling back.
  • Thank them before you place them on hold.

 

When you return to holding callers:

  • Thank them for waiting.
  • If the person they want to speak to still isn’t available, and you have to put them on hold for a little while longer, say that you know how difficult it is to be on hold.

Author

Spread the love

Author

MORE POSTS

Speaking Successfully at a Conference Fireside Chat

A fireside chat in business is an informal yet structured conversation between a moderator and a guest speaker (or panel) at a conference, event, or corporate gathering. Unlike traditional keynote speeches or panel discussions, fireside chats are engaging, relaxed, and interactive—almost like an intimate conversation around a fireplace, which is where the term originates. Of course, speaking in this format may not always feel comfortable. Nerves can creep in between the lavalier mic, a tight

Spread the love

What Does Your Handshake Say About You?

A handshake is one of the first things a client or colleague notices about you, shaping their perception of your strength, confidence, and ability to connect. Regardless of age or seniority, a well-executed handshake sets the right tone for any professional interaction. As a communication coach, I work with clients to ensure their handshakes convey confidence, approachability, and credibility. The Power of a Handshake Dating back to ancient Greece, the handshake has long symbolized trust

Spread the love

Have the Listeners in Mind!

I speak with hundreds of conference speakers a year. In fact, I love doing it because it is great to learn what is being discussed around the world in a variety of industries, and it obviously helps those speaking to say what they say more effectively. One thing that I constantly hear is how do I make sure that I am keeping people’s attention? This is a great question, however the nervousness behind it is

Spread the love

QUESTIONS? NEED HELP?

Tell us what’s on your mind: