Service Disruptions
Tell Callers when to expect a delay.
Influence how customers perceive service disruptions.
A callers impression of your company is often formed by how fast you answer their call, and how you treat them while they wait-on-hold. When your company experiences a service disruption or delay, you need to inform callers that it may not be possible to answer their call as quickly as usual, or that it will take longer than usual to provide normal service levels. Additionally, service disruption messages can inform callers when you expect normal servive to be restored and advise them to call back at that time. You may not be able to avoid service disruptions, but you can control how your customers perceive them.
Show callers you appreciate their patience.
If you inform callers that they might have to wait longer than usual, you are showing that you respect their time and appreciate their patience. Service disruption messages give callers control over how long they wait as they can choose to continue waiting on the line, or hang up and call again later. When callers feel they have control over how long they wait, they experience less frustration, are more patient with longer on-hold times and perceive your company in a positive manner. If you are unable to provide any service at all, then playing a simple announcement explaining when you expect service to be restored will be greatly appreciated by your callers because they'll know how long the distruption will last and when to call you back.
Service Disruption Messages:
1. Show respect for a caller’s time:
Telling callers you are unable to serve their call until later or that they will experience a longer than normal wait time shows your company respects their time, and allows the caller to choose to remain on hold or call back later.
2. Ask callers to be patient:
When you ask callers to be patient during a service disruption they are usually more accepting of longer on-hold waits.
3. Reduce caller frustration:
When you inform callers there are service delays you reduce their frustration because they can choose to remain on hold or call back at a later time.
4. Maintain a positive experience:
When callers feel they are in control of their on-hold time they tend to have positive on-hold experience even though the wait may be longer.
5. Tell callers when service will be available:
Callers appreciate knowing if you are unable to provide service to them, and when you expect service to be restored. A simple message will help them understand how long the service will be unavailable and when they should call you back.
Interalia can help!
With over 31 years experience and 250,000 installations in 60 countries around the world, Interalia has the solutions you need to disseminate service disruption messages.
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