Some organizations make the mistake of thinking that a custom on-hold message is “extra credit” – an optional accessory they can get around to when the time is right. But when you really analyze the situation, it quickly becomes clear that a powerful on-hold message script is essential right from day one.
Whether music is over the airwaves in a store, or heard by a customer on hold, background music immediately sets a unique mood. Considerable studies have been done in recent years about how background music affects people. Studies have shown that background music can even influence customers into impulse purchases. Specific genres become emotional triggers…
In my experience, most businesses no longer train their staff on hold etiquette; assuming these are common sense skills that all new hires should know. Trust me – they don’t.
You’ve trained your staff on the importance of Customer Hold Etiquette, now you need to take a look at the customer’s hold experience outside the control of your employees.Technology can help you to simulate the same level of service that they would be receiving had they been waiting in your lobby rather than on their telephone.