Serve Your Customer with Pleasant, Productive Hold Time
We all know what its like to be on the customer side and receive poor customer service, or to have to deal with the frustrations of long hold times, user-unfriendly phone trees, and annoying Muzak , only to be rewarded by rude, inept, seemingly apathetic customer service reps (let alone Paul from India who asks, May I be knowing the reason you are calling today, Mr. Holdon? As my elderly mother, who seems to think that there is just one guy, who really is named Paul, who answers all customer service calls to India, says I dont like that man. I dont have time for it! I dont want to keep rebooting my computer. I dont want to talk to him!)
This response to a blog post entitled Customer Servitude articulates what many of us may be feeling
I fear true customer service is a thing of the past. Unfortunately we live in a world where technology over powers us, with that we loose the human connection, or once we get the human connection were putting them out. God forbid they have to communicate with someone, never mind trying to help someone. If youre lucky, really lucky, you may just get someone who is cordial to you and willing to help. These people are few and far between who hold the true meaning of customer service.
Regardless of the medium, every minute of contact between your customer and you is important. From perusing your website to walking into your physical location to picking up your brochure to calling you on the phone " and yes, to those seconds or minutes waiting on hold " each is an opportunity to help or hurt your customers impression of you.
Your decision to add music on hold to your phone system (or to improve the quality of your current on-hold music or message) is a good one. Whether your customer is calling to buy, to get information, to complain, or even to compliment, if you cant answer their call immediately you should strive to ensure that their time on hold is pleasant and even productive " for both of you. - 18424
This response to a blog post entitled Customer Servitude articulates what many of us may be feeling
I fear true customer service is a thing of the past. Unfortunately we live in a world where technology over powers us, with that we loose the human connection, or once we get the human connection were putting them out. God forbid they have to communicate with someone, never mind trying to help someone. If youre lucky, really lucky, you may just get someone who is cordial to you and willing to help. These people are few and far between who hold the true meaning of customer service.
Regardless of the medium, every minute of contact between your customer and you is important. From perusing your website to walking into your physical location to picking up your brochure to calling you on the phone " and yes, to those seconds or minutes waiting on hold " each is an opportunity to help or hurt your customers impression of you.
Your decision to add music on hold to your phone system (or to improve the quality of your current on-hold music or message) is a good one. Whether your customer is calling to buy, to get information, to complain, or even to compliment, if you cant answer their call immediately you should strive to ensure that their time on hold is pleasant and even productive " for both of you. - 18424
About the Author:
On hold music and messages can be difficult to produce and implement. Let the professionals at Hold Time Studios help take your on hold music and marketing to the next level.
posted by X - Men at
5:30 AM
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