Uh…You Hold On Ah…..
You’ve no doubt heard this on the phone many a time when you make a call to an organisation.
“Hold on ah”.
“You hold on ah”.
“You wait ah”.
“Who’s this please? You hold on ah”.
“What’s this about? You hold on ah”.
I’ve heard it in many types of organisations and its been heard at the first point of contact or three points down.
Here’s just 5 reasons why you don’t want to be answering the phone like this.
1. It sounds horrible and makes for a very bad first impression.
2. You don’t know who is on the other side of the line or where they are from or what the call is about. Should you take the risk?
3. You’re telling someone what to do when you should actually be making a request to do so. They may not want to hold the line and much prefer to call back to hear you do this again.
4. This surely cannot be a best practice you are aiming for, so why not deal with it?
5. It is your problem. It’s not for customer service or front desk or anyone else to do it. This is not an internal call, this is a call in from the outside world. Is this how you want your organisation to sound like? If there was something else equally bad happening and it was impacting on you, would you still argue that it is not your problem? I believe you would then make it your problem now, wouldn’t you?
Here’s 5 reasons why you would want to be answering the phone as well and as best you can.
1. It sets the tone for a good conversation and it makes a great first impression. Doesn’t that matter to you?
2. You don’t know who is on the other line or where they are from or what the call is about.
3. If you can’t handle the call, its really best that you dont pick up the phone.
4. Anything can happen from a call.
5. If you dont deal with things badly, there is no mess to clean up, is there?
So replace “You hold on, ah” with “Could you please hold the line?” or “Could I please place you on hold?”