Week 14 - Putting a Customer on Hold

Unit 3

Avoiding Scalation 101

Week 14 - Putting a Customer on Hold

Open Ended

How long should the customer wait?

5 Important steps to properly

placing customers on hold

• Ask permission

• Provide a time frame

• Return to the call in the time frame given

• Thank the customer

• Apologize for the wait

Open Ended

So, as a customer service agent, how do you effectively place a caller on hold even though you know the party is flat out unhappy about having to wait in the first place?

3 Ways to Effectively Place a Customer On Hold

• Ask

• Check in

• Thank

Open Ended

What might be the secrets for an effective on hold message?

5 Rules for an effective on hold message

• Inform

• Use fresh word choice

• Check in with the customer

• Give the customer an email alert option

• Use a fantastic script

What is a ‘good’ call center script?

A good call center script is one that gives you results – that is, it inspires your prospect to say ‘Yes’ and then moves them to take action.

Features of a ‘good’ call center script:

• Skimmable

• Well planned

• Highly detailed

• Comprenhensive

• Conversion centric

• Pragmatic

• Interactive

Open Ended

Do you have any questions?