Week 14 - Putting a Customer on Hold
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English, Professional Development, Specialty
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University
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Practice Problem
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Easy
Carla Ochoa
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8 Slides • 4 Questions
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Unit 3
Avoiding Scalation 101
Week 14 - Putting a Customer on Hold
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Open Ended
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5 Important steps to properly
placing customers on hold
Ask permission
Provide a time frame
Return to the call in the time frame given
Thank the customer
Apologize for the wait
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Open Ended
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3 Ways to Effectively Place a Customer On Hold
Ask
Check in
Thank
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Open Ended
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5 Rules for an effective on hold message
Inform
Use fresh word choice
Check in with the customer
Give the customer an email alert option
Use a fantastic script
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What is a ‘good’ call center script?
A good call center script is one that gives you results – that is, it inspires your prospect to say ‘Yes’ and then moves them to take action.
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Features of a ‘good’ call center script:
Skimmable
Well planned
Highly detailed
Comprenhensive
Conversion centric
Pragmatic
Interactive
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Open Ended
Do you have any questions?
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Unit 3
Avoiding Scalation 101
Week 14 - Putting a Customer on Hold
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