We Appreciate Your Business. Please Stay on the Line.
Harvard Business Review
JULY 19, 2013
If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes. FAQs are great, but customers still need to talk to your people. Explain why an action is being taken, and be trustworthy.
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