January, 15 2011
If you happen to watch the hit MTV show “Jersey Shore”, then you know it’s all about hooking up! And, maybe your business needs to start thinking the same way? ... What we mean is that with less and less opportunity in play, your business needs to figure out a way that it can “hook-up” with as many people as possible! Each day you may be missing out on countless opportunities to “hook up”, (in the business sense of course!).
Studies show that 70% of business calls are placed on hold. Wow, we just may have a “SITUATION” here! Think about it, that’s any opportunity to tell 7 out of every 10 people who call -- something about your product, service or brand. In business, the one thing you cannot lose is your ability to form a successful relationship with your prospects and customers. So, rather than forcing callers to endure silent black hole known as "on hold", you can use a professional on hold system to inform, educate, entertain and motivate callers.
The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. Your business would not exist without customers. And if you have customers, you have to have customer service. Part of good customer service to address what you’re doing about the “caller experience”. Research shows that callers who wait on hold with pleasant, informative on hold messaging will wait up to 3 times longer, giving you the opportunity to serve them. Additionally, callers on hold who hear a professional on hold message are more likely exhibit interest in the product advertised, more likely to retain information and be less agitated”.
Everybody talks about the importance of good customer service, but few seem to follow through on it. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Adding a music on hold and marketing program is the M-V-P of your business!