Captivate Your Captive Audience

Lisa Rice wrote this.

Stop telephonin’ me.
I’m busy!
I’m busy!
K-kinda busy!

Unless you’ve been living under a rock, you’ve no doubt heard Lady Gaga’s “Telephone” song. While the lyrics and tune are fun to sing along with, it’s certainly no way to answer clients.

But what’s a company to do when calls flood customer service lines? The last thing you want is customers or potential customers hanging up. My suggestion? Make the most of their time. Captivate your captive audience with creative on-hold messages.

Here are ten suggestions to get you started:

1. Answer frequently asked questions such as specific hours your business is open, where you’re located and directions for travel.

2. Point callers to your website and tell them what they’ll find there.

3. Is your business affiliated with an association? Does this positively affect your callers? Then by all means, share it.

4. Do you offer little known services or products? Now’s the perfect time to let them know.

5. You’re the expert in your field. How about divulging a few little-known tips or some valuable advice? They’re sure to be appreciated.

6. Give listeners a heads-up on any promotions or seasonal sales. A penny saved is a penny earned and in today’s economy your customers will want to know about them.

7. How does your company stand out from others? This is the time to toot your own horn.

8. How about your staff? Brag about your employee of the month or explain the qualifications you use to hire. Announce job openings and you might find qualified candidates along the way.

9. Every business starts somewhere. Briefly discuss your business history. Callers might learn something new about you.

10. Thank your customers. Tell them how much you appreciate them. A pat on the back can go a long way.

Lastly, you’ll want a clean audio file with a natural, convincing voice for your greeting and on-hold message. I’ll give you one quick guess who best fits that description!

By the way, have you heard the following versions of “Telephone”? Just know you’ve been forewarned. They’re kinda catchy!