{"id":83,"date":"2010-03-30T10:51:43","date_gmt":"2010-03-30T14:51:43","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=83"},"modified":"2010-03-30T11:08:23","modified_gmt":"2010-03-30T15:08:23","slug":"3-tips-for-keeping-callers-on-the-line","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/3-tips-for-keeping-callers-on-the-line\/","title":{"rendered":"3 Tips For Keeping Callers On The Line"},"content":{"rendered":"
“Verizon has absolutely bizarre hold music. \u2026and then the bot hung up on me. What utter indignity!” Hey, Verizon! That’s one of your customers in a recent tweet.<\/p>\n
Could your caller be tweeting about your music on hold?<\/em><\/p>\n
Here are 3 quick tips to generate a positive reaction from callers on hold:<\/p>\n
1) Talk to one caller, in personal terms.<\/strong> Speak as though there is only one customer on the line. Phrases that address, “you”, “your” as opposed to referring to “our patients” or “customers”. I don’t want to hear that you’re helping someone else–I want to be treated like the only customer you have.<\/p>\n
2) Let the caller know you understand their situation.<\/strong> Your caller has a need; perhaps a problem that you’re going to solve. Start by addressing the need. Show understanding for the reason your caller is on the line and willing to hold. For example, a waste management company says, “It can be frustrating if your trash wasn’t picked up on time…” A medical office might show an understanding for billing needs, or talk about a focus on making patients comfortable.<\/p>\n
3) Keep messages short.<\/strong> How much can someone remember from a message on hold? Not much. Make short statements that are wrapped around one idea. Avoid long lists and detailed descriptions.<\/p>\n