Apr 12, 2022
In General Discussions
It's no secret that people spend a lot of time on hold. A 2012 study by Research Now found that people spend an average of 10-13 minutes on hold each week. If that doesn't sound inconvenient to you, that's an average of 43 days of the average lifespan spent waiting for someone to employee contact list pick up the phone. While the goal is to make sure customers never have to wait for someone to employee contact list pick up the receiver, it's nearly impossible to avoid if your business is booming. Second, eliminating wait time altogether is about ensuring customers get the most out of their wait experience. By combining speech and music. You can ensure a seamless experience for those calling your business. Perception of services on hold influences customer satisfaction To employee contact list create the best on-hold message for your customers and customers, it's important to understand the basics of customer satisfaction. To do this, it is worth going back to employee contact list the 1985 findings of Harvard business professor David Maister, in which it was concluded that customer satisfaction was an equation of perception and expectation. In his groundbreaking study, Maister posited that there were eight core tenants for customer satisfaction with wait times: Unoccupied time seems longer than busy time. Give customers a reason to keep waiting and value their time. A customer who is addressed and recognized is more satisfied than a customer who is not engaged at all. By adding verbal confirmation that you know the employee contact list are waiting, customers are more likely to perceive the wait time to be shorter. Anxious customers perceive waiting times to employee contact list be longer. By alleviating anxiety with music or reassuring speech, you can improve customer satisfaction with their wait times. An actively engaged customer feels comfortable, and therefore satisfaction rates are higher. Unexplained waits seem longer than waits with good reason.