It’s not often that someone hands out compliments after waiting on hold, but that’s what I heard recently when my wife finished phoning her doctor’s office at The Toledo Clinic. “Now that’s the way every business should do it,” she said.
Why the raves instead of the typical rant about time wasted on hold? Because she was in control throughout the experience.
The call was to re-schedule an appointment, and an automated attendant system answered and placed her on hold. It periodically reported how many calls were ahead of her and offered an option to leave a voicemail message at any time. It was the best of both worlds; if you have the time, you know about how long you’ll have to wait. In a hurry? Just leave a message and we’ll get back to you.
A common complaint is that being on hold feels like being held prisoner. How many times have you called a cell phone company, a cable provider or a credit card firm and been placed on hold, left adrift in a vast sea of forgettable music, with just an occasional passing marker saying your call is appreciated, but no sign of an answer on the horizon? You don’t dare hang up, but your resentment grows every minute that you hang on.
No one should want their customers or prospects to have this experience. So how can you improve this marketing point of entry to give back some of the control to callers? In addition to automated voicemail options, you could add an email address to your on-hold message to give callers an alternate way to contact you. Create a special address to be used only in your on hold message and have your customer service staff check frequently for these messages, so you can respond fast.
On Hold Messaging that gives more control to your callers and adds value with messages that inform and entertain shows your respect for their time. It sets the stage for a positive experience once you answer the call.
Tags: customer service, on hold, telephone