Let’s be honest—most customers dread picking up the phone to call customer service. And can you blame them? Between endless hold times, confusing automated menus, outsourced representatives who struggle with communication, and the looming sense that no one really wants to help, it’s no wonder customers hang up feeling more frustrated than when they dialed in. As customer service expert Shep Hyken puts it, “If you tell your customers, ‘Your call is important to us,’ don’t let them down.”
This is a major problem—and also a golden opportunity. If you want to differentiate your business from the crowd, treating your customers with respect over the phone is one of the fastest ways to earn loyalty.
Here are a few ways to improve your over-the-phone experience and help customers feel truly valued.
Get It Right from the Get-Go
A surprising amount of customer service calls could be avoided if the original sale had been more thoughtful. Your sales team plays a key role in setting the tone for the customer’s experience. That means more than closing deals—it means listening carefully, asking the right questions, and matching customers with products or services that fit their actual needs. Not only does this cut down on unnecessary returns and complaints, it builds trust and satisfaction from the very beginning.
So, save yourself the headache of unnecessary customer-service calls by getting it right the first time.
Offer Easy Self-Help Options
Not every customer issue requires a phone call. Sometimes, they just want a quick answer—without having to sit through a phone tree or wait for a representative. By investing in a user-friendly online help center, FAQ library, or troubleshooting portal, you empower your customers to solve smaller problems on their own. This doesn’t just save your staff time—it respects your customers’ time, too.
By investing in your self-help options now, you’ll save much more later.
Replace Hold Music with Callbacks
If a customer does need to speak to a person this instant, the least you can do is avoid making them wait 30 minutes listening to elevator music on repeat. Offering scheduled callbacks or “save your spot in line” features can turn an annoying wait into a positive experience. The result? Customers feel like their time matters—and your business stands out as one that truly values them.
Partner With The Brandt Group to Elevate Your Phone Service
At The Brandt Group, we know that customer service doesn’t stop at the register. Our mystery phone shopping services can help you evaluate how your staff handles real-world scenarios—from listening comprehension to product recommendations, tone, and problem-solving ability. We’ll also help you identify whether your automated systems and online support tools are helping or hindering your customers.
If your customers ever feel like their call isn’t important to you, we can help fix that. Let’s talk about how to elevate your customer service—on the phone and beyond.
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