We Appreciate Your Business. Please Stay on the Line.
Harvard Business Review
JULY 19, 2013
That way you''re not punishing people you made a commitment to in the past. 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.
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