On Hold

Take a leaf out of Tim Cook's book...

When an Apple customer emailed Tim Cook (CEO of Apple) to complain about the quality of Apple's call centre music on hold, he was slightly shocked to get a call the very next day to inform him things would be improved.

The Apple customer posted the message below on Reddit, in response to a thread about the Apple Maps team correcting incorrect address data.

I once sent Tim an email about the quality of music while on hold with Apple. It was super low quality, therefore an upbeat rock song sounded like pure distortion and really aggravated me because I was on hold for 20+ minutes for something so simple (iPhone didn’t turn on, needed to set up a repair as in my country no Apple Store = have to send it to another country).

Much to my surprise a lady from Cupertino called me up the next day, saying she’d received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections.

The next time I called Apple, the hold music was indeed very pleasant.

Cook has admitted in interviews that he reads hundreds of emails from customers everyday, and so seems is carrying on the tradition of acting on and replying to emails from customers just as Steve Jobs did as CEO.

Well done Apple and Tim Cook for taking action and improving their Music On Hold.

When did you last call your company to check what callers hear while on hold?

Request your free On Hold Demo here and we'll do it for you. 

 

by Steve Hindley - The Creative Director at iNarrator OnHold. You can find Steve on Google+