putting a customer on hold Archives - Shep Hyken | Customer Service Expert

Customer Service Solutions

One of the worst friction points in a customer service experience is when a customer is put on hold. This is the exact point I wanted to convey to an audience at a recent meeting at which I was asked to speak. My client asked me to include a piece on how to manage hold times and transfers. I tried an interesting experiment. I invited the vice president of marketing to the stage in the middle of the speech to deliver a special message. He walked on stage to a nice round of applause. He took center stage and looked at the audience. (more…)

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