Mean what you say

Answering the phone is the easy part. The hard part is when it comes to asking the caller for a credit card. Once the question has been asked the caller’s answer can either be yes or no. Many times the customer does not have the credit card at their fingertips, so as a phone rep we offer to hold while they retrieve their card. I have used the phrase “Take your time, I get paid by the hour.” This way the caller does not feel rushed I have also heard a phone rep say, “Sure I can hold,” Without a bit of qualification this promise can lead to an extensive hold.

A lady called me but stated that she did not have her card with her. I asked her if it was nearby and she said that it was. I offered to hold. As she went to get the credit card, I began typing notes for the local manager on the reservation sheet. She and I talked for a little while. 2 or 3 times I said, “Just let me know when you are ready with the card number.” She said that she would and continued talking. Ten minutes into the call, she says hold on and puts the phone down. After 6 minutes of holding (dead air) she came to the phone with her credit card number. She then told me that she had called me from her cell phone and she had just driven home to get her card! I laughed and then ended the phone call quickly. The call was a total time of 21 minutes. Was this too long to hold? Just be careful on what you offer the callers because they just may take you at your word!