{"id":2567,"date":"2021-04-27T21:16:00","date_gmt":"2021-04-28T05:16:00","guid":{"rendered":"https:\/\/www.rulenumbersix.ca\/?p=2567"},"modified":"2021-04-28T06:02:35","modified_gmt":"2021-04-28T14:02:35","slug":"your-call-is-important-to-us","status":"publish","type":"post","link":"https:\/\/www.rulenumbersix.ca\/about\/blog\/your-call-is-important-to-us\/","title":{"rendered":"\u201cYour Call Is Important To Us\u201d"},"content":{"rendered":"\t\t
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\u201cYour call is important to us. Please stay on the line for the next available agent.\u201d Cue hold muzak.<\/span><\/p>

I don\u2019t know many people who look forward to being put on hold when trying to access a business\u2019 service by phone or by chat. I sure don\u2019t.<\/span><\/p>

I also don\u2019t know many people who believe the automated hold message declaring that, \u201cYour call is important to us\u201d or, \u201cYour query is important to us.\u201d Why would they when the business\u2019 actions show otherwise in this moment when the customer is actively reaching out for support?<\/span><\/p>

If a customer\u2019s call or query really mattered to a business, that business would care enough to look beyond objective metrics like hold times and value the customer\u2019s subjective experience. The business would\u00a0see the mundane moments in their customer\u2019s journey as important opportunities to strengthen their relationship with their customer and earn more trust.<\/p>

Imagine contacting a business by phone or chat for support and, instead of your hold experience being frustrating or even infuriating, it was delightful\u2014even if you had to wait for a little bit.<\/span><\/p>

What would that experience look like? How might that influence your attitude and sense of connection to that business?<\/span><\/p>

If your customer is important to your business, then create experiences for them that clearly demonstrate that.<\/span><\/p>

In looking for ways to improve your customer\u2019s experience and increase customer satisfaction and trust, don\u2019t overlook their subjective experience in the mundane moments like being placed on hold.<\/span><\/p>

In many industries, the bar is set so low that you can make a big difference for your customer with small improvements that are relatively easy to implement. And by doing so, you\u2019ll also improve the experience for the members of your team who interface directly with customers.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

If your customer is important to your business, then create experiences for them that clearly demonstrate that.<\/p>\n","protected":false},"author":1,"featured_media":2569,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[7,15,5,3,9,16,12],"tags":[],"class_list":["post-2567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication","category-community","category-empathy","category-leadership","category-problem-solving","category-sales-and-marketing","category-trust"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.rulenumbersix.ca\/wp-content\/uploads\/2021\/04\/Your-Call-Is-Important-To-Us.jpg?fit=1200%2C630&ssl=1","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/posts\/2567","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/comments?post=2567"}],"version-history":[{"count":5,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/posts\/2567\/revisions"}],"predecessor-version":[{"id":2578,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/posts\/2567\/revisions\/2578"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/media\/2569"}],"wp:attachment":[{"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/media?parent=2567"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/categories?post=2567"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.rulenumbersix.ca\/about\/wp-json\/wp\/v2\/tags?post=2567"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}