Learn the proper way to place callers on hold in a retail environment while delivering world-class customer service to in-person customers at the same time.
- I used to work at an extremely busy car rental company. This is where I learned the art of multi-tasking. When you're workin' the register, helpin' a customer at the counter, and talking with a customer on the phone, you need the skills to handle both. First, excuse yourself from the person you're working with. Let him know that you will continue to help him. If the phone's within reach, keep working on helping the customer in front of you while you answer the phone. If you need to walk over to where the phone is, simply tell the customer you'll be right back.
Second, when the phone rings, answer it. Never let the phone continue to ring unanswered. It could be a customer, your boss, or even emergency services. You never know until you answer. Third, use a professional greeting. Remember, smile, mention your company name, introduce yourself, and then politely ask the customer if you can put them on hold or transfer them to another department. Most customers are used to having to hold when they call in, so don't sweat it.
It might sound like this. Thank you for choosing Pure Customer Service. This is David, how can I help you? They answer, and then you say we'll take care of that for you right away. Do you mind if I put you on hold? Or, can I take your name and number and call you back shortly? Or, thank you, can I transfer you to that department? Be sure to follow up asap with the customer if you told them that you would. Fourth, return your attention to the customer in front of you. Thank them for their patience and continue to serve them.
If they're upset, apologize and reassure them that you'll take care of them. If they're still upset, ask 'em what you can do to fix it. You don't always know what they'll say, but do your best to accommodate 'em. You can't make everyone happy, but you can deliver excellent customer service to everyone, regardless if you can give them exactly what they want or not. Simply be polite and do your best.