Hold: The DATE process

- Every organization should have specifics…on how to place customers on hold.…Here, we'll cover best practice steps using…a simple technique called DATE.…With DATE, we can break down our steps…in a simple and easy to remember format.…The DATE technique is a positive process…that helps us overcome the reasons customers hate hold.…Now to be clear, we're not setting these people up together.…We are merely using a positive hold process.…Let's start with the first step, D, describe.…

Using our happiest tone, why we need to…place our customers on hold and inform them…of what we are going to do.…Using action verbs can really help as it lets…the customer know why we are taking action.…This should also include a timeframe.…- Brian, I'd like to place you on hold to…call my lead technician about this.…He's out in the field, but this should just take…a couple minutes to contact him.…- Avoid using words like moment, brief, just a sec,…jiffy, or second.…

Instead, give a more specific timeframe.…Best practice is around two minutes,…