Over the past decade, I have worked in customer service. I have always wanted to share some of what I’ve learned. Recently, I came across common customer service questions in a search engine’s drop-down suggestions. They struck me as genuinely interesting, so I decided to share my perspective. Whether you are a customer or work in customer service yourself, I’d love to hear your thoughts. Please leave a comment below.
Question 1: Can customer service hear you while you are on hold
How agents know you’re on hold
If you are wondering whether the agent knows you’ve placed them on hold, the answer is yes. They usually hear a distinct hold tone. Their screen may also show a clear status update. This helps them manage their workflow, prepare information, or assist other customers while they wait for you to return.
Can they hear what you say during hold
Generally, no, they cannot hear you. During hold time, agents typically hear only background music, a repeating tone, or silence. Your microphone is effectively muted from their end. That means any conversation you have with someone else, or comments you make aloud, should not reach them.
A real life example
Early in my career, I took a memorable call. A customer thought she had muted her line and made some offhand remarks. When she returned to the call, she realised she hadn’t been muted at all. She asked, “Did you hear what I just said” I didn’t want to embarrass her, so I replied, “I’m sorry, it wasn’t very clear. I didn’t catch what you said.” Sometimes, a little discretion goes a long way.
A word of caution
Most modern phone systems prevent agents from hearing you during hold. However, technical glitches or older equipment can occasionally cause exceptions. To stay safe, always assume you might still be heard unless you are certain your line is muted or disconnected. As customer service professionals, we maintain confidentiality and professionalism at all times. But customers should also stay mindful of what they say during a call, even when they think they are on hold.
Question 2: Why does customer service matter
Your first impression of a brand
In my view, customer service is the face of a business. It’s often the only direct human interaction a customer has with a company. That single moment, brief or extended, can shape their entire perception of the brand.
Imagine calling a business and hearing, “Ah! What do you want” in a dismissive tone. You’d likely feel unvalued or disrespected. That one sentence might make you hang up and never return. Worse, you might warn others not to use that service.
The power of a positive experience
Now picture a different scenario. You are greeted warmly, listened to attentively, and helped efficiently, even if your issue isn’t fully resolved right away. You’ll probably feel respected and understood. You might even become a loyal customer despite the initial problem.
That’s the real power of good customer service. It builds trust. It fosters loyalty. And it turns negative experiences into positive ones.
Why companies must invest in training
Businesses must invest seriously in training their customer service teams. This goes beyond scripts and systems. Teams need coaching in empathy, active listening, problem solving, and emotional resilience.
Frontline staff are not just order takers or complaint handlers. They are brand ambassadors. A single interaction can define a customer’s opinion of an entire company. In today’s world of social media and online reviews, one unhappy customer can influence hundreds or even thousands of potential buyers.
Great customer service isn’t optional. It’s a strategic necessity. It directly impacts reputation, customer retention, and revenue.
Question 3: Why choose a career in customer service
My journey into the field
After completing my national service, I started my first job as a customer service officer. I knew little about the role and had no real expectations. But within a few months, I began to enjoy it.
There’s something deeply satisfying about listening to someone’s problem and helping them find a solution. At the end of each day, I’d reflect on the calls I’d handled. I often felt genuinely good about the help I’d provided.
One phrase I heard repeatedly stuck with me: “I’ve called so many times, and you’re the only one who walked me through it step by step. Thank you so much!” Moments like that made the job truly rewarding.
Handling the tough days
Of course, the job isn’t always easy. Some days bring harsh or unfair comments. Early on, it’s easy to take those remarks personally.
But I learned an important lesson: as a customer service representative, you speak for the company. Feedback, good or bad, is directed at the business, not at you as an individual. Keeping this perspective made all the difference for me. I’ve carried it with me ever since.
I’ve seen colleagues struggle when they internalised criticism. They thought the customer was attacking them personally. But once you shift your mindset, it becomes easier to stay professional and focused.
Is this career right for you
So, why choose customer service? For me, it comes down to one thing. I genuinely enjoy helping people solve their problems.
If that resonates with you, if you find satisfaction in making someone’s day a little easier, then this could be the right path for you.
Final Thought
Customer service is far more than a department. It reflects a company’s values and its commitment to the people it serves. Whether you are on the frontline or on the other end of the call, understanding this shared humanity makes all the difference.
If you have experiences or thoughts of your own, I’d love to hear them in the comments below.