Picture this scenario: You’re sitting at home, on hold with your smartphone maker’s customer service department. You’re a little tense because something seems to be wrong with your unreasonably pricey device, but you’re not full-on angry.
You’re stressing about the upcoming holidays and the long hold time you potentially face on this call. Once the customer service agent lets you know they’re putting you on hold, soft notes of a familiar Christmas song begin flowing into your ear.
As you listen intently, you realize it’s one of your favorite holiday tunes. Suddenly, the hold time doesn’t seem so miserable and you’re even feeling a bit more in the holiday spirit.
Does this sound realistic? It should, because 84% of callers say they’d rather listen to holiday hold music than either promotions, regular hold music, or silence when on the line with customer service during the holidays.
Why does holiday hold music please callers?
Holiday hold music seems to make for happier callers, and while we can’t be 100% certain of the cause, it probably has something to do with the reaction most people have to familiar holiday music.
For many, holiday songs are closely linked to happy childhood and even adult memories of holidays past, when Christmas felt magical and snowfall seemed ethereal. That’s why holiday hold music, when injected into an event (calling customer service) that many people typically associate with unpleasantness, can be a mood-lifting antidote to holiday stress and make for happier customer service interactions.
What types of holiday hold music should you play?
Holiday hold music can be in the form of classical, instrumental songs, famous renditions of classic Christmas songs, hymnal versions of holiday music, or modern, popular holiday songs. Some of our clients’ favorite holiday hold music choices include:
- You’re a Mean One, Mr. Grinch
- Frosty the Snowman
- Oh Christmas Tree
- Jingle Bells
- Jingle Bell Rock
- Have Yourself a Merry Little Christmas
- Wonderful Christmas Time
- Rudolph the Red-Nosed Reindeer
- Silent Night
- Joy to the World
- O’ Holy Night
- Away in a Manger