HOLD – ALSO KNOWN AS THE “H” WORD
HOLD…. THE “H” WORD
If you have a busy office, there will be times when you are too short-staffed. When that happens, should you put callers on hold? My answer is pretty simple: No! But allow me to elaborate and try to help you solve the underlying problem.
First, get temporary help from an agency to answer the phones. Get anyone you can to help with answering the phone, even if they just take the name and number for you to call back–a friend, a previous high school intern–and be sure to go over your script with them. In the future, plan for this, know how you’ll fix it and put the system in place now.
IF YOU REALLY MUST PUT A CALLER ON HOLD…
So I’ve told you how I really feel about putting callers on hold. Don’t do it! But if you must, here are some tips…
If you absolutely must put a caller on hold, get some basic information first. Here is a sample call:
Caller: What are your hours (or whatever the call is for)?
Staff: May I ask your name? (Caller replies “Mary.”) Mary, would you mind holding for a moment? I’ll be right back to answer that question.
If you truly cannot return to the caller within a few moments, then get the caller’s phone number. Say, “Mary, I’d like to help you with that. What number are you calling from? I’d like to call you right back as soon as I finish with the customer I’m talking with now. How long will you be at that number?” Thirty minutes. “O.K., I’ll call you right back.”
Then be sure to call right back!
Chris Mullins was recently a guest speaker on the Legal Mastermind Podcast with David Pisarra, Esq.!!
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