Final answer:
Putting a caller on hold is not always a poor customer service tactic; it depends on the implementation. Communication and brief hold times help maintain good service perception. Offering callbacks can enhance customer satisfaction.
Step-by-step explanation:
Putting a caller on hold is not inherently considered a poor customer service tactic, but it can be perceived as such depending on the context and how it is handled. For instance, in customer service, key principles include respect for the customer's time and providing a satisfying service experience. When you place a napkin on your lap upon sitting at a dining table, it is about etiquette and respect for the occasion. Similarly, when placing a caller on hold, the duration should be reasonable, and the reason for holding should be communicated clearly. Excessive waiting times or failing to check back with the caller can contribute to a negative service experience.
Customers generally expect to be attended to promptly and feel valued. If hold times are long or frequent without proper communication, customers may feel neglected or frustrated, leading to a perception of poor customer service. On the other hand, a brief hold time with a polite request and an explanation can be acceptable. As a best practice, offering the caller an option to be called back rather than waiting on hold can significantly enhance customer satisfaction.