How to Place Customers on Hold

[Audio] How to Place Customers on Hold By: Training Specialist, Ryan Lord.

[Audio] Getting Started Training Purpose Placing a customer on hold is a common part of customer service. When handled correctly, a hold can be a professional and efficient way to obtain information or assistance without negatively affecting the customer experience This training outlines Who, What, When, Where, Why, and How to place a customer on hold professionally Professionally, customer holds should generally be limited to no more than two minutes. If additional time is needed, you should return to the customer and provide an update.

[Audio] Who Who should place a customer on hold? Any employee who is assisting a customer and needs additional time or information to properly resolve the customer's request. The employee placing the customer on hold is responsible for: Asking the customer for permission. Explaining the reason for the hold when appropriate. Providing a reasonable expectation for the wait. Monitoring the length of the hold. Returning to the customer with an update if the hold takes longer than expected. Thanking the customer for waiting. Remember: You are responsible for the customer experience while they are on hold..

[Audio] What What is a professional hold? A professional hold is a temporary pause in the conversation that allows the employee to gather information, consult with another employee, access a system, or complete a necessary task. A professional hold should be: Necessary Brief Communicated Respectful Controlled Instead of: “Hold please.” “I don't know. Let me ask someone.” Try saying: “May I place you on a brief hold while I look into that for you?” “I want to make sure I provide you with accurate information. May I place you on a brief hold while I confirm that for you?”.

[Audio] When When should you place a customer on hold? Research information Check an account or system Contact another department Speak with a supervisor or subject-matter expert Verify information before providing an answer Complete a task that cannot reasonably be performed while continuing the conversation When should you NOT place a customer on hold? The information is readily available to you The customer can be assisted without interrupting the conversation You are using the hold simply to delay the conversation You have not explained what you are doing You are unable to monitor the customer's wait ***Best practice: Before placing someone on hold, ask yourself: “Is this hold necessary to provide the customer with better service?” If the answer is NO, continue assisting the customer without placing them on hold..

[Audio] Where Where should the customer be placed on hold? The customer should be placed on the designated hold function of the phone or communication system being used Employees should follow company procedures for: Properly placing customers on hold Transferring calls Consulting another employee Returning to the customer Escalating an issue when necessary ***IMPORTANT*** Mute is NOT the same as hold IF the customer cannot hear hold music, they may feel they have been disconnected or being ignored ALWAYS use the appropriate hold function according to company procedures.

[Audio] Why Why does professional hold etiquette matter? A customer may judge the quality of the entire interaction based on how their time is handled Professional hold practices help: Build customer confidence Demonstrate respect Reduce customer frustration Prevent customers from feeling forgotten Create a consistent customer experience Give employees time to obtain accurate information Reduce errors caused by rushing or providing incorrect answers ***GOAL*** To use hold time effectively while maintaining customer confidence.

[Audio] How The Professional Hold Process: 1. Acknowledge “Absolutely, I can help you with that.” 2. Ask “May I place you on a brief hold while I look into that for you?” 3. Explain “I’d like to verify that information with our billing team so I can give you an accurate answer.” 4. Set Expectations “This should take no longer than two minuets.” 5. Return and Thank “Thank you for holding. I appreciate your patience.” 6. Update When Necessary “Thank you for holding. I’m still working on this and need a little more time. Would you be comfortable holding for another couple of minutes?” ***If the customer does NOT want to continue holding, offer an appropriate alternative, such as a callback..

[Audio] Professional Hold Example Customer: “Can you tell me why this charge appeared on my account?” Employee: “Absolutely. I’d like to review that for you and make sure I give you the correct information. May I place you on a brief hold while I investigate the charge? The hold will be no longer than two minuets” Customer: “Sure” Employee: “Thank you” ***HOLD***[Employee researches the issue] Employee: “Thank you for holding. I appreciate your patience. I was able to review the charge, and I can explain what happened”.

[Audio] Exercise Pair off Practice with a partner Utilize what you’ve learned ***Examples Provided*** Neal Creative | click & Learn more.

[Audio] Summary: Professional Hold Etiquette Use holds when NECESSARY to research, gather information, get assistance, or access systems Employee remains RESPONSIBLE for the customer throughout the hold Before placing on hold: ACKNODLEDGE the customer’s request PERMISSION ask to place them on hold EXPLAIN the reason for the hold (when appropriate) EXPECTATION provide a reasonable wait-time During the hold: USE designated hold function according to company procedures RETURN to the customer (hold>2 min) PROVIDE an update (hold>2 min) ASK if they are comfortable continuing to wait (hold >2min) Returning from the hold: THANK the customer for their patience RESUME assisting them promptly ***GOALS*** Keep holds brief and respectful Maintain customer confidence, reduce frustration, provide accurate and efficient service.

[Audio] Questions?. Questions?. Neal Creative | click & Learn more.