Scare them and then not?

A short post today. I called T-Mobile last night and after I got through the various voice prompt the automated system started to say “All of our representatives are currently busy.” and that whole speech. Then, 20 seconds later the phone started ringing and a person picked up. Basically, the system made me go “Darn it. This will be a while.” and then connected me.

A tip for your PBX systems: have just music for the first 30 seconds. That way, if someone becomes available within 30 seconds, the customer doesn’t have to be aware that he or she could be waiting in a call queue for quite a while. Most customers will tolerate 30 seconds of music thinking that it’s the system transferring them, them being connected, etc.

Simple and effective. This is probably more of a little thing, medium difference, than little thing, big difference. However, if you’re dedicated to have great customer service, little thing, very small difference should be enough to have change. Still looking for individual topics, so please do comment with your suggestions. My next series will be how to deal with angry customers.

Tip: The low-tech way to do this is simply to have music for the first 30 seconds of your “on hold” recording. So instead of saying “Your call is important to us.” have music for 30 seconds, then say it.

One Response to “Scare them and then not?”

  1. Glenn Ross said:

    May 10, 06 at 8:17 am

    I also appreciate it when they give me an approximate hold time. But if they tell me five minutes, they darn well better answer in less than five minutes.