Shanu Singh Guliani

Please Hold!
March 26, 2007

For many customers, the telephone is the first contact they have with a business. As the saying goes, “you never get a second chance to make the first impression.” However, there is one important area in which the first impression is consistently overlooked, and that’s the telephone. In retail, the first impression can either leave customers calling elsewhere, or have them excited about your store and its products. Here are phone-etiquette tips on how to gracefully put your customers on hold.

1. The Introduction. After two rings, callers are wondering what’s going on. Your phone should be answered in-person by the second ring or by voice-mail on the fourth ring. When answering the phone, give a warm welcome by giving a greeting before identifying yourself or the company. Keeping it simple always works best: “Good morning (afternoon, evening), Guliani’s Fine Jewelry, this is Roselyne or Thank you for calling Guliani’s this is Roselyne.”
2. Get Permission and Provide an Explanation. Typically, people don't like to be put on hold but are more accepting when they know why. Always ask their permission and tell them what you will be doing while they’re waiting. Nobody likes, “Please hold-CLICK.” For example, you might say, “Could you hold for a moment while I check your file?” “I need a moment or two to check with the alteration department.” As soon as the customer agrees to hold, say “Thank you” before getting off the line.
3. Be Polite. If callers are your most important priority, you must always treat them as such. Callers, who are put on hold, should be informed every 20 to 30 seconds of your progress on his/her case. If it appears that the customer will have to wait more than three minutes, it is better to ask for their phone number an tell them you will call them back when you have the information.
4. Music VS Advertising. Don’t be tempted to play them advertising messages…they will only get irritated. Do keep it quiet without music or advertising if you must play something soft music is the way to go.
5. Transferring. When a call must be transferred, take the time to get callers to the right person on one transfer. Clients don’t enjoy being transferred multiple times when they phone your store. You can accomplish this by telling your coworker the client’s name and reason for calling before actually transferring. This way your coworker can either accept the call or recommend another sales associate. All the while, the caller is safely in "phone limbo," unable to hear what's going on. After you find the right person, get back to the customer, tell them to whom he/she is being transferred to, and give that person’s direct phone number. Then, complete the transfer.
6. Thank Your Customer. Thank customers for their understanding and patience after returning to the line. A simple, “Thank you for holding Mr. Johnson” will do just fine. A little courtesy goes a long way toward making a positive first impression or maintaining positive client relations.

Posted by Shanu Singh Guliani on March 26, 2007 | Comments (0)