From the course: IT Service Desk: Customer Service Fundamentals
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Hold: The DATE process
From the course: IT Service Desk: Customer Service Fundamentals
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 while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.