Please hold. Please wait. All lines are busy.

They’re the dreaded phrases all callers can’t stand hearing. Yet, it happens. Of course it happens because you’re receiving so many calls! But while you’re busy working your magic on the phone with your callers, don’t forget about the ones who are waiting for a human to talk to them. Customer service tips usually extend to how we personally greet the customer, but creating a strong, well-received experience actually starts at the beginning.

Here are some tips to improve that experience:

  1. Be concise:Your customer may have to hold on the phone for five minutes, ten minutes or even longer. That means your message will play multiple times. So don’t get bogged down on irritating words, but get the necessary information out there repeatedly.


  1. Build your brand:Don’t let an opportunity slip past. If you have a chance to put in your slogan or invite your customer to visit social media sites then you can easily put this into your message.


  1. Reaffirm their choice: Emotions may run hotter when customers have to wait so use this time to reaffirm their choice. If you have recently won awards or are known for a particular task, make sure the receiver is aware of these things.


  1. Show your commitment to customer service:Nobody likes to talk to a machine so at least make an effort to show a courteous and professional attitude. Remember, this may be the caller’s first interaction with your company. Thank the caller for holding, open with a polite greeting and apologize for the wait.


  1. Promote:Do you have a typical sales pitch? Is there a promotion you offer that really hooks the caller? Don’t hesitate to introduce it while the caller waits so they have something to ask you about.


You have an important product or service. So make sure your caller doesn’t hang up on you before you can even start! It’s true that you cannot win a sale while they are on hold, but you can lose one! By following these tips, you can ensure that your “on hold” message is a strong part of your service, rather than a hindrance.