How to Put a Customer on Hold

Video Transcript

"Now we're going to discuss the types of customer service. I'm Pamela Unruh on behalf of Expert Village. When you are dealing with a customer at home sometimes, you're going to have to put that customer on hold. We all hate to be put on hold, everybody does. So when you are putting a customer on hold, how to put yourself in their shoes a little bit. Let's discuss some very different methods that you might use just before you press that hold button. First of all and most important, don't just press the hold button let the customer know what is coming, ask the customers permission to be placed on hold. Tell them why you're placing them on hold, Mr.Smith I need to get some more information about that question. Would you mind holding while I access that for just one moment. Now isn't that a lot more polite than just being placed on hold. When you do put your customer on hold watch the clock, it feels like forever when you are on hold and we all have been there. Use every thirty seconds as a guide, just about every half a minute you are going to want to check back with that customer, let them now that you are still working on their issue. It's just as quick and easy as perhaps stating, Mr. Smith thank you for continuing to hold. I'm getting that information. I apologize for the inconvenience but I will be back with you as soon as possible. Again a person doesn't feel like they are completely disconnected from you."