Originally posted on May 8, 2023 @ 7:13 pm
When taking calls, there may be instances when you need to place the caller on hold. While this may be a common scenario in a business setting, it is important to keep in mind the proper etiquette when putting someone on hold. In this article, we will discuss some important tips to remember when placing a caller on hold to ensure that you provide quality customer service and respect the caller’s time.
Understanding the Importance of Etiquette
When it comes to customer service, etiquette is key. Proper etiquette shows that you respect your customers and value their time. This is especially important when it comes to placing a caller on hold. Nobody likes being put on hold, but sometimes it’s necessary. By understanding the importance of etiquette in this situation, you can ensure that your customers feel valued and respected.
The Negative Impacts of Poor Etiquette
Poor etiquette when placing callers on hold can have negative impacts on your business. When customers feel ignored or unimportant, they are more likely to hang up and take their business elsewhere. This can lead to lost sales and can damage your reputation. Additionally, poor etiquette can result in negative reviews and word-of-mouth publicity, which can further harm your business.
The Positive Impacts of Proper Etiquette
On the other hand, proper etiquette can have positive impacts on your business. By treating your customers with respect and valuing their time, you can build strong relationships and foster loyalty. This can lead to repeat business and positive reviews. Additionally, when customers feel valued and respected, they are more likely to recommend your business to others. This can help you attract new customers and grow your business.
The Dos and Don’ts of Placing Callers on Hold
When it comes to placing callers on hold, there are some important dos and don’ts that you should keep in mind. By following these guidelines, you can ensure that your customers feel respected and valued, even when they have to wait on hold.
Dos
- Do greet the caller and ask for permission to place them on hold.
- Do explain why the caller needs to be placed on hold.
- Do provide an estimated wait time.
- Do thank the caller for their patience.
- Do check back with the caller periodically to provide updates.
Don’ts
- Don’t leave the caller on hold for an extended period of time.
- Don’t forget about the caller while they are on hold.
- Don’t play loud or annoying music while the caller is on hold.
- Don’t interrupt the caller abruptly when returning to the call.
Best Practices for Placing Callers on Hold
In addition to the dos and don’ts listed above, there are some best practices that you can follow when placing callers on hold. These best practices can help you provide exceptional customer service and build strong relationships with your customers.
Best Practice #1: Use Hold Time Productively
When a caller is on hold, use that time productively. Review the caller’s account or notes to prepare for the conversation. This will help you provide better service when you return to the call.
Best Practice #2: Avoid Transferring the Caller Multiple Times
Try to avoid transferring the caller multiple times. This can be frustrating for the caller and can result in longer wait times. Instead, try to resolve the issue yourself or find someone who can help.
Best Practice #3: Have a Plan for Busy Times
During busy times, it’s important to have a plan in place for placing callers on hold. Consider using a call-back system, where the caller can leave a message and receive a call back when a representative is available. This can help reduce wait times and improve customer satisfaction.
Best Practice #4: Train Your Staff on Proper Etiquette
Finally, it’s important to train your staff on proper etiquette when placing callers on hold. Make sure they understand the dos and don’ts listed above, as well as any best practices you have in place. This will help ensure that your customers receive consistent, high-quality service.
FAQs for the topic: what is the etiquette you need to keep in mind when placing the caller on hold.
What is phone etiquette?
Phone etiquette refers to a set of guidelines and principles that dictate the proper way to interact and communicate on the phone. These rules ensure that the conversation is friendly, courteous, and respectful. Proper phone etiquette is essential as it can make a huge difference in how the caller perceives your company and the quality of your customer service.
Why should you inform callers before putting them on hold?
You should always inform the caller before putting them on hold. It is common courtesy and shows respect for the person on the other end of the line. When you inform the caller that you need to place them on hold, they are aware that you have not hung up on them or disconnected the call. It also gives them the option to decide whether they want to wait or call back later.
How long is too long when placing a caller on hold?
The amount of time you can place a caller on hold can vary depending on the situation. However, it is essential to keep in mind that the longer a caller is on hold, the more frustrated they can become. As a general rule, you should try to keep the hold time to a minimum, ideally no more than 30 seconds. If you anticipate that the caller will be on hold for more than a minute, consider offering to call them back or asking for their contact information in case you get disconnected.
How should you greet the caller when you return from placing them on hold?
When you return from placing the caller on hold, you should always greet them with a friendly and professional manner. Start by thanking them for waiting and acknowledging their patience. If the hold time was longer than expected or if you were unable to resolve their issue during the initial call, apologize for the inconvenience and assure them that you will do everything you can to help.
What is the proper way to place the caller on hold?
When placing a caller on hold, the proper way to do so is to ask their permission first. For example, you can ask them if they are okay with being placed on hold for a few moments while you research their request or transfer them to another department. Once you have their permission, inform them that you will be placing them on hold and provide an estimate of how long it may take for you to return. Before putting them on hold, ensure that you have properly adjusted the volume level and have turned off any background music or noise.