Scripting On Hold messages – what to avoid

When it comes to effective communication, the words we choose can make all the difference. And in the world of customer service and sales, there are certain phrases that, in our opinion, should be avoided at all costs. These overused and generic expressions not only fail to engage customers but also come across as insincere and robotic.

“Thanks for holding…”

While this may seem like a polite thing to say, it often falls flat and fails to acknowledge the value of a customer’s time. Instead, customers often interpret this as a reminder of the time they’ve spent waiting. As an alternative, we suggest flooding their ear canals with sweet, sweet marketing messages, answers to FAQs, and foot-tappingly good music.

“Your call is important to us.”

Although this statement may be true and well-intentioned, it’s become so overused that it’s lost its impact. Instead, demonstrate your dedication by providing prompt assistance and resolving issues efficiently. Show your caller that they’re important as opposed to just telling them.

“Our friendly team…”

Isn’t it a given that your team’s friendly? If not, maybe it’s time to re-think your staffing arrangements. The proof is in the pudding as they say, so focus on demonstrating just how wonderful your team is. Oh, and consider using some new adjectives to describe your employees.

“A range of products to satisfy your needs.”

Wow, how generous of you to offer a range of products… seriously though, the caller knows what you sell – that’s why they’re calling! Concentrate on the specific qualities that set you apart from your competitors or highlight the unique benefits of your products or services. And of course your products are there to satisfy the customers’ needs – why would they be calling if there wasn’t something in it for them? Don’t waste valuable marketing time with these superfluous terms.

“Call us…”

This may be an obvious one for some people, but the number of requests we see with this phrase in the copy may surprise you. If your customers are listening to your on hold messages… they’re already on the phone! However, providing customers with additional contact information can be helpful – why not promote your email address or social media details instead?

So there you have it – our favourite (or least favourite depending on how you look at it) no-no phrases. By avoiding these phrases and opting for more engaging alternatives, you can create a more authentic and memorable experience for your customers. If you’re ready to make a lasting impression and leave these tired cliches behind, but you’re not so much with the words, chat with the Messages On Hold team today – our copywriting geniuses have a few tricks up their sleeves!