Learn how to place a customer on hold using customer service best practices.
(hold music) - Have you ever been placed on hold for a long time? A really long time? Where it felt like an eternity? Only to have a technician to come back on the line and tell you they will need to call you back? Have you ever been transferred without your permission? Has a company ever failed to follow up with you after telling you they will do so? These are some of the biggest complaints customers have with technical support.
Often, there is a need to perform these tasks. The challenge is to create procedures to do it with the least amount of customer frustration. So what we're now going to discuss in this chapter is how to place a customer on hold, muting a customer, transferring and escalating a contact, and following up with a customer. Performing these tasks requires a process and a focus on excellent customer service. Let's first look at the process customers hate the most, being put on hold.
Why do they hate it? Well, I think that we're often placing customers on hold without giving a reason and it's perceived as rude, abrupt and time consuming. So when we do place customers on hold, we must ensure that we do it in a friendly manner and that customers understand the reason for the hold and how long it'll take. We often place customers on hold to perform important tasks like gathering more information or to see if another resource is available.
Many technicians avoid placing customers on hold by utilizing tools such as chat, text, a knowledge base, or other tools. Let's look at an example. - Okay, Tracy. I'm going to chat with one of my team members to ask this question while I've got you here with me. He's chatting with me now. - In this example, our technician utilized a chat tool to access additional resources without placing the customer on hold at all. But it's not always possible to avoid using hold.
In the next movie, we're going to use the date process for placing on customers on hold while maintaining a positive overall experience.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior