How long should you keep your customers waiting on the phone? If you are an astute business owner, the answer should be for as short a time as possible. The longer they stay on the phone, the more fidgety and irritable your customers will grow. Here are some tips on how to improve customer experience to avoid this unpleasant experience.

Don’t Keep Them Waiting on the Phone

When it comes to customer experience, you need to know the golden rule of a successful interaction. This is very simply to keep your customer engaged without losing focus. In other words, you need to do all that you can to keep their attention riveted on what you can do for them.

Part of this simple rule means bending over backwards to gain and retain their whole undivided attention. If they feel compelled to call you on the phone for whatever reason, you need to be available. You or someone who represents your business needs to be accessible on a 24/7 basis to take their comments, concerns, or questions.

The worst thing you can do is to keep them waiting on hold as you answer others who called before them. It’s one thing to put them on hold for a few moments. But when they have waited patiently for 3 or more minutes, they begin to fret. Any longer than that and you risk them hanging up. This may well amount to losing an easy sale.

How to Keep Them Happy on Hold

If you absolutely have to keep them on hold, do all in your power to keep them happy. You can do this by engaging the services of professional on-hold message script. You don’t just want a beep and a recorded message telling your valuable customers to “please hold the line.” You need to keep them engaged and informed as they wait for your reply.

A professional on hold service can handle this valuable activity on behalf of your business. They can provide your customer with something entertaining to fill their time up as they wait on the line. This will keep them from becoming impatient. An on hold service is essential if you want to retain their attention and their business.

An on hold service can be useful in gathering valuable info from a caller. This can include their name, location, and the reason for the call. This is info that will help you jump right to the heart of the matter when you are able to engage them. It will shorten the length of the call and make your interaction more efficient and positive.

Customer Engagement is an Essential Business Strategy

The important thing to keep in mind is that your customers are the lifeblood of your business. Keeping them happy means ensuring that they will continue to patronize your business and share the news with their family and friends.

You gain valuable positive publicity and credibility by offering a unique and fully satisfactory customer experience. The more satisfied your customers are, the more likely they will be to continue to do business with you. This will be the key to your long term survival in the industry.

It’s Time to Sharpen Your Customer Skills

When it comes to customer experience, you can’t be too careful. This is an area where you will usually only get one chance to make a positive impression. It will be up to you to make sure that you do all in your power to make your customer’s experience a productive one. Doing so will have a positive impact on your reputation and profits.



Regina Thomas is a Southern California native who spends her time as a freelance writer and loves cooking at home when she can find the time. Regina loves reading, music, hanging with her friends and family along with her Golden Retriever, Sadie. She loves adventure and living every day to the fullest.