Communication: When Silence Isn’t Golden

We’ve all heard the statements, ‘silence can be deafening’ and ‘silence speaks louder than words.’ This is even more evident while on a phone call. Think about the times you’ve been placed on hold and how it made you feel. Did your level of agitation or frustration increase the longer you were on hold? Now think about how the amount of time on hold can affect a client’s interactions with you. The following audio clip is based on a real call and demonstrates how minimizing hold time for the client can make a difference.

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(Music credit to Jason Shaw @ audionautix.com)

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