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PUT
HIM ON HOLD - PROFESSIONALLY
While
answering a call and initial greetings are important, there are other
aspects in telephone conversation that lead towards customer
satisfaction.
TAKING
NOTES
During
the course of the conversation it is imperative to take notes that may
be required to recall later. This avoids check backs thereby
portraying professionalism.
It
also makes sense to get the details right even if it means asking the
customer to spell, as many a pronunciations have different spellings.
Also many a pronunciation could have a totally different meaning. It
is better to get it right the first time than be embarrassed later.
SMOOTH
TRANSFER
It
is important that an operator or agent picking the call be clear about
the customer’s requirement and the company’s directory. This is to
avoid the customer swinging from desk to desk repeating his query. An
experience, that is most annoying. Ensure that it stops with one
transfer. If this person cannot help, then explain and take the
details with an assurance of a call back from the right person. This
warrants a close follow up to ensure that your commitment is met.
While
transferring a call it looks efficient to brief your colleague
receiving the call, to avoid repetition, save time and effort and
something that is definitely less frustrating for the customer. This
also helps your colleague to mentally prepare before answering the
call.
“PLEASE
HOLD” – DO IT WITH FINESSE
Quite
often a customer may have to be put on hold. It may be to check out
some details or to transfer the line to a colleague who is busy with
another call. If you have to put a customer on hold …
-
Seek permission from the customer before putting him on hold.
-
Explain to him the reason for doing this. Remember he cannot see you. It
is important to let him know what you are up to.
-
Let him know how long he would be on hold. Maybe the customer does not
have the time and would prefer a call back or speak to someone
else in the department.
-
Give the customer time to respond, as no one is happy doing the “gold
fish act”, where, as you open your mouth to reply, you have
already been put on hold.
-
When placing a customer on hold use the hold button and not by closing the
mouth piece with your palm, for the customer is not interested to
know whether Susan wore a blue dress or where Rick went for dinner
last night.
-
When you return, thank the customer for holding rather that being sorry
for placing him on hold, for if you were sorry you would not have
kept him on hold in the first place.
-
Get back to him if it is going to take longer than promised. It makes
sense to explain the situation with an assurance to call back, get
your act together in good time and call back with solutions and
alternates. Again this saves time, avoids anxiety and sounds
efficient.
ADVANTAGE
ON HOLD
Sonia
while “on hold” to reconfirm her reservation learnt about the
airline’s frequent flyer program. Something she was not aware of and
was eager to know more. Along with her reconfirmation she made
enquiries about the program and eventually registered herself.
Customers
usually call with a specific requirement not knowing what else a
company can offer. While on hold we have the opportunity of letting
him know of other products and services. Something far better than
listening to the local FM station or music you never wanted to hear.
‘Hold’
if used well and appropriately becomes an excellent marketing tool
leading to new avenues in business.
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