{"id":38131,"date":"2016-04-20T00:00:00","date_gmt":"2016-04-20T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/infographic-dont-give-customers-the-runaround-when-it-comes-to-communications\/"},"modified":"2025-03-13T06:51:28","modified_gmt":"2025-03-13T13:51:28","slug":"infographic-dont-give-customers-the-runaround-when-it-comes-to-communications","status":"publish","type":"post","link":"\/us\/en\/blog\/infographic-dont-give-customers-the-runaround-when-it-comes-to-communications\/","title":{"rendered":"Infographic: Don\u2019t Give Customers \u2018The Runaround\u2019 When it Comes to Communications"},"content":{"rendered":"<p>\u201cPlease hold the line, your call is very important to us.\u201d Words to make anyone who has ever been on the receiving end (and that\u2019s all of us) sigh longingly; a bit like a deflating beach ball. It\u2019s usually followed by a looped music track that slowly breaks your spirit for the next 20 to 40 minutes until you finally get through to a human being, by which time you\u2019ve entirely forgotten why you called in the first place. It\u2019s called, \u2018The Runaround\u2019.<a href=\"\/blog\/2016\/04\/infographic-dont-give-customers-the-runaround-when-it-comes-to-communications\/smooth-operator\/\" target=\"_blank\" rel=\"attachment wp-att-18399 noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-18399 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Smooth-operator.jpg\" alt=\"Smooth operator\" width=\"640\" height=\"498\" \/><\/a>See our friend in the flow chart? This is Bob. He\u2019s currently in the middle of this modern-age telephone limbo. Bob was doing nothing more than minding his own business, looking to make an enquiry with a company he had heard good things about. At first, Bob is unaware of entering \u2018The Runaround\u2019. He gets through to a receptionist who is polite and professional and he makes his enquiry. That\u2019s when it happens.<\/p>\n<p>First, Bob is told that no one is available to take his call, so he leaves a voicemail asking for a call back. Bob waits. Bob hears nothing. He could give up now, but he\u2019d like to give this company the benefit of the doubt (apparently they are great at what they do), so Bob calls again.<\/p>\n<p>The same friendly receptionist apologises for the oversight and then gives Bob the salesman\u2019s mobile number so he can contact him directly. Bob hangs up and redials. This time he gets the salesman\u2019s personal voicemail. He leaves another message and waits. Again.<\/p>\n<p>Bob calls once more. Irritated, he explains to the receptionist what\u2019s happened. She promptly transfers him to another team member who can help him in the absence of the salesman. The hold music starts and Bob can feel the life begin to drain out of him. The music cuts abruptly and the line rings; finally, light at the end of the tunnel. Someone picks up. It\u2019s the answering machine. Bob sighs, now firmly in the grip of \u2018The Runaround\u2019. He leaves a final message, doesn\u2019t care if they call back, and moves on to another company.<\/p>\n<p>Fortunately, Bob is a work of fiction, but no doubt one that we can all empathise with. If customer service is something you value strongly, there is a way to avoid getting a frustrated caller on the line again.<\/p>\n<p>With new cloud-based communication tools you could set-up a <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/features\/auto-attendant\/overview.html\/?BMID=BLOGNEW\" target=\"_blank\" rel=\"noopener noreferrer\">virtual receptionist<\/a> and Bob\u2019s call could be handled a lot smarter. You choose where to send Bob\u2019s call right from the start, whether directly to an office based sales team or to a member of staff on the go, no matter where they might be. In the event that a team member is out of reach, calls and voicemails can be <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/features\/call-forwarding\/overview.html\/?BMID=BLOGNEW\" target=\"_blank\" rel=\"noopener noreferrer\">set up to divert<\/a> to available colleagues, meaning Bob never has to get \u2018The Runaround\u2019 again.<\/p>\n<p>Business relationships are all about great communications. When thinking about how to improve yours, put yourself in Bob\u2019s shoes and think, how best can I avoid giving customers \u2018The Runaround\u2019?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cPlease hold the line, your call is very important to us.\u201d Words to make anyone who has ever been on the receiving end (and that\u2019s all of us) sigh longingly; a bit like a deflating beach ball. It\u2019s usually followed by a looped music track that slowly breaks your spirit for the next 20 to &#8230;<\/p>\n","protected":false},"author":62,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885,18391],"tags":[313,1783,113,4073,3394,101,1616,566,1855,948,641,2012,402,11059,10577,3416,1011,11140,121,2447,11141,11142,11143,5113,10580,187,11144,108],"class_list":["post-38131","post","type-post","status-publish","format-standard","hentry","category-ringcentral-newsdesk","category-it-leadership","tag-auto-receptionist","tag-business-communications","tag-business-phone-system","tag-business-phone-system-uk","tag-call-answering","tag-call-forwarding","tag-call-handling","tag-call-routing","tag-cloud-communications","tag-cloud-phone-system","tag-cloud-based-phone-system","tag-communication","tag-customer-service","tag-flexible-communications","tag-forward-calls","tag-hold-music","tag-infographic","tag-ringcentral-infographic","tag-ringcentral-office","tag-ringcentral-uk","tag-runaround","tag-the-runaround","tag-uk-voip-provider","tag-unified-communications","tag-virtual-receptionist","tag-voicemail","tag-voip-for-business","tag-voip-service"],"acf":[],"yoast_head":"<!-- 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She is responsible for executing corporate events and building a great user experience for our prospects and customers. Prior to joining RingCentral, Evie launched a branch for a foodie start-up in NYC, and did PR and customer relations. Evie holds a degree in global integrated communications from NYU. She is a passionate writer, loves to go skydiving and has lived in 8 cities across 4 countries.","url":"\/us\/en\/blog\/author\/evie-goldstein\/"}]}},"rc_img_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/imgSample.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/evie-goldstein\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/2a3c96dd18d36f98fc85f21d080d698e507b34a91f719a59fbdcb2b460a13f40?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Evie Goldstein<\/span><\/a>","rc_author_full_name":"Evie Goldstein","rc_author_avatar":"https:\/\/secure.gravatar.com\/avatar\/2a3c96dd18d36f98fc85f21d080d698e507b34a91f719a59fbdcb2b460a13f40?s=480&d=mm&r=g","rc_author_link":"\/us\/en\/blog\/author\/evie-goldstein\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/ringcentral-newsdesk\/amp\">Company news &amp; culture<\/a><a href=\"\/us\/en\/blog\/category\/it-leadership\/amp\">, IT leadership<\/a>","amp_link":"\/us\/en\/blog\/infographic-dont-give-customers-the-runaround-when-it-comes-to-communications\/amp","excerpt_title":"Infographic: Don\u2019t Give Customers \u2018The Runaround\u2019 When it...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/38131","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/62"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=38131"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/38131\/revisions"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=38131"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=38131"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=38131"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}