I get these customer service tips in my email from time to time, some of which are quite useful, including this one which is worth passing along. If you have a business you likely have a voicemail message that hopefully will keep a potential customer holding on the phone and even feeling good about doing so. Unfortunately, some messages have the opposite effect. I know like me you’ve encountered the following recording when you call: “Due to overwhelming demand, all our agents are busy”.
Great; we’re dealing with a company that is overwhelmed and doesn’t have enough staff to handle things. Then there’s the similar one: “Due to the unusual high volume of calls, no one is able to take your call at the moment”. So I guess management wasn’t expecting many people to call? Or are they just incompetent at handling a high volume of calls? Here’s my favourite: “Your call is important to us”. Really? You’re starting this relationship with a lie. If my call was important you’d find a way to have someone answer the phone. The smart way for a business to use automated answering is to simply say, “Thank you for calling such and such a business. Please stay on the line and we will have a representative with you as fast as possible”. The technology also exists for them to tell you roughly how long the wait time will be or even, “If you wish us to call you back, please leave your name and number. Your call should come in approximately _(X)_minutes”. I know my cable company does that and I appreciate it. Good customer service is all about making the customer glad they called you.