When You Need to Place a Caller on Hold
Robert Bacal
THE SITUATION
If you deal with any significant number of phone calls from customers, sometimes you’ll need to place a caller on hold. While nobody likes to be put on hold, the good news is that most callers are used to it, since it’s become the norm. They’re less likely to be annoyed if you handle the process professionally.
TECHNIQUES USED
■ Explain Reasoning or Actions (1)
■ Offer Choices/Empowering (2)
■ Finish Off/Follow Up (3)
■ Apologize (4)
DIALOGUE
In this situation, the caller wants to talk with the general manager of the company,who’s on the phone with someone else but is expected to be available shortly.
Employee: Mr. James is on the phone with another customer right now, but he should be available in a few minutes (1).
Customer: I’ll wait. I need to speak with him as soon as possible.
Employee: OK, I can put you on hold and transfer you when he’s available, or we can call you back as soon as he’s free.Do you still want to hold (2)?
Customer: Yes. I’ll hold.
Employee: OK. I’ll keep an eye on the lines and transfer you as soon as possible (1). [Puts customer on hold.] 22. When You Need to Place a Caller on Hold 105 About one minute later, the employee checks back with the customer.
Employee: Hello.Mr. James is still on the other line.Do you still want to hold (2)?
Customer: Yes. Finally, when Mr. James becomes available, the employee informs the customer as follows.
Employee: Hi.Good news.Mr. James is free. I apologize for the wait (4), and I’m connecting you right away (2, 3).
EXPLANATIONS
What are the most important aspects of the employee’s behavior here?
First, the employee informs the caller and explains the situation (1) rather than simply saying, “He’s unavailable” and hitting the hold button. There are two reasons for this. One is to show the customer that he’s important enough to merit an explanation. The other is to give enough information to the caller so he can make a decision about whether he wishes to be put on hold, call back, or pursue some other possibility.
Second, the employee allows the caller to make the choice as to whether he will be put on hold or not (2). It’s never advisable to put a caller on hold without both explaining why and giving the caller the choice. It may not always be possible to inform and offer a choice, particularly in a very busy switchboard environment, but it’s worth trying.
The third important element is the follow-up (3). It’s important to check back with callers on hold to acknowledge that you know they’re still waiting and to inquire if 106 they’d like to receive a call back instead of waiting on hold. Notice also that the final sentence is an example of “Finish Off.” Rather than simply connecting the caller, the employee creates a sense of closure by telling the caller that Mr. James is available and the employee is connecting him.
HINTS
Keep in mind that someone waiting on hold tends to experience time differently. One minute of wait time on hold might feel like four or five minutes of wait time in person. That’s one reason it’s important to break up the wait time by following up as quickly as possible.
See Also: 9. When the Customer Has Been Through Voicemail Hell, 23. When You Need to Route a Customer Phone Call