Your business needs to make an impression with every call that gets through to your customer service hotline. Surely, nobody likes to be put on hold after waiting in a long queue of callers. This could be easily seen as the customer service representative being totally unaccommodating. However, while this may not be a welcoming event, there are instances where this may be necessary. How will you ensure that you still have a caller to get back to after putting him on hold? Here are some tips to make this happen.
Entertain with the Use of Appealing Content
Take this opportunity to market your products or services. Have you noticed how people are into buying products and services that are on discounted prices? People like getting deals. If you currently have discounts or other types of promotions, you can make use of these to entertain your callers for a while. By doing this, both parties win. Your customer is given the privilege whether to buy your products or services currently being discounted while you on the other hand gain a cost effective advertising medium. If you currently do not have these types of promotions, you can still make use of messages on hold by educating your callers on existing products or services, giving them news on your business’ events, links to your social media accounts and the like. Of course, the promotions or outstanding products alone will not do the trick. The script and the voice performing the voiceover must sound totally professional.
Consider Using Music to Influence Callers
Ever wondered why music is called a universal language? A series of notes has the power to influence people. Music has the ability to stir emotions from human beings. Loud rock music can make people want to jump up and down. Upbeat hip-hop songs would make you want to groove. Ballad songs on the other hand could easily calm raging feelings. Depending on the types of results you want to elicit from your customers, you can make use of music to influence the way they feel. Since music performed by popular artists are protected by copyright, be careful in using these to prevent legal issues in the future.
Get Back to the Caller Fast With the Right Information
Customers call your business because they have a problem that they could not resolve on their own. They expect you to find a solution and want to have this as soon as possible. Messages on hold are only meant to buy you some time and not to put callers on hold until they decide to put down the phone. The caller still needs assurance that he or she is not forgotten by the customer service representative. Be courteous to check up on the caller every few minutes so that he or she would not lose interest. A recording can only entertain for a few minutes but will not suffice to appease an upset caller even if the music was sung by the greatest balladeer.
