20 WOW Telephone Techniques: Tip #14

How to WOW a Caller that You Cannot Hear

Last week I called my natural gas company, ONG, from my cell phone.  Apparently the representative could not hear me at all. After saying “hello” a couple of times, she said:

“I’m sorry, I’m not able to hear you. Your call is important to us. Please call us back at 800-xxx-xxxx. Thank you for calling ONG.”

I loved it! Most Reps might just hang up when they hear nothing on the other end of the phone. BUT ONG used “dead air” as an opportunity to WOW. This simple statement was memorable and unusual. The next time you can’t hear an incoming caller, try ONG’s response strategy and you will WOW your callers. 🙂

If you liked this tip, you might also like our customer service eLearning. It has a a module on telephone techniques and another on call control.