5 Free Ways to Immediately Improve a Customer's Phone Experience

Building a new account often requires over 40 interactions, but a single negative experience can turn a customer away for good. Customer experience is all about building relationships and investing in the people we serve.

Today, I lost a significant amount of time navigating an organization over the phone. I experienced a common problem many customers face today -a poorly designed phone system that placed me in an endless loop of frustration. ?I was initially relieved when I was finally routed to a live person who listened to my problem. However, they immediately placed me on hold. After waiting 25 minutes, the call was transferred to an automated "offer" track. I then had to call back and spent another 20 minutes trying to find the “right” person and re-explain everything. ?The resolution took 2 minutes of their time. The representative mentioned that they spend much of their time apologizing for the system, but frankly, that is not acceptable.

A truly customer-centric company would not just cause employees to apologize for the system’s flaws but would actively work to improve them. Additionally, they’d provide training that involves positioning employees to improve the customer’s experience at every touch point. ?

Here are some basic tips for positive phone protocol that will make a huge difference in improving customer experience and bonding.

1. Ask for permission to place someone on hold: This small but important step shows respect for the customer’s time. It also helps set expectations right away. It gives the caller a chance to voice any concerns about being put on hold before it happens.
2. Set clear expectations for wait times. Communication is key. When customers are informed that they’ll be on hold for a certain amount of time (or that they’ll receive a callback), it reduces anxiety and makes the wait feel less arbitrary. Plus, it shows that the company values the customer’s time and is not just ignoring them.
3. Check in with the customer periodically if the wait is longer than expected. This is a great way to maintain rapport with the caller and show that the company is actively trying to resolve the issue. If the wait time is longer than expected, a quick “We’re still working on it” call can go a long way.
4. Use warm transfers whenever possible to ensure the customer is properly handed off. It’s incredibly frustrating to be passed from one person to another, especially when you’re explaining your issue all over again. A warm transfer, where the customer is introduced to the new person, can prevent this and make the experience feel more seamless.
5. Call back if the call gets disconnected. This is a huge one. The fact that companies sometimes don’t call back after a disconnect shows a lack of empathy and accountability. If they’ve verified the number, there’s no reason they shouldn’t make the effort to reconnect, especially after investing time in solving the customer’s problem.

By implementing these simple protocols, companies can significantly improve the customer experience and show that they truly value their customers' time. Also, they cost nothing.

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