A Loyal Reader Writes:
“I just arrived as the new PD at a station that airs an All Request Show. I’ve noticed that when the staff here answers the phone, they tell listeners making requests, ‘Nope, gotta call back near the All Request Show.’
“Now, I’m never going to let our jocks just start playing random requests, but I cannot ever remember telling a listener flat out ‘NO’ (other than for songs totally out of format).
“I’m used to answers like, ‘I’ll see what I can do,’ or “Maybe if I get time,’ or ‘Nope, just played it so maybe later; what else would you like?’ etc.
“It seems to me that telling a listener ‘no,’ only to expect them to try again 2 to 15 hours later, makes our station less accessible to them.
“Can you offer any input on this?”
1. If the listener is requesting a song on your playlist, only a fool would reply, “No, you’ll have to call back during the All Request Show.” Only a fool would deliberately and needlessly insult a customer.
2. I recommend avoiding replies like “I’ll see what I can do” or “Maybe if I get time,” because it sets the listener up for a disappointment and — assuming you’re not able to play it during your shift — it sets you up as someone who didn’t follow through on a promise.
Although many readers will prefer other responses, the one I recommend is an honest, “Hey, thanks very much for your request. We’ll get it on as soon as we can!”
From the perspective of the jock, “as soon we can” means “as soon as it comes up in rotation.”
But what if the caller follows up with, “When will that be?”
Then the jock honestly replies, “That’s difficult to say, but we’ll get it on as soon as we can. Thanks for calling” — and ends the call.
Why is that an honest reply? Because if the PD is smart, s/he has forbidden the jocks from telling the caller exactly when the song is scheduled to play next. It’s “difficult to say” because to do so would be violate the boss’ instructions!
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If the jock is the same one who does the all-request show, then he or she should be banking the calls for a time when the phones are light, or low in quality. You’ll never know what good phoners might come in over the transom if you don’t take the call!
being in the trenches in a call center with radio experience can give a unique perspective on these situations.
This is basic customer service….if the computers are down, and the phones aren’t, you don’t sit there and tell them to call back later. You take notes often on paper and arrange to followup yourself or have another employee to follow up on the call and make absolutely sure you do.
same can be said for request lines. If it’s outside the window you have for requests, reassure and emphasize that we can only do requests in that specific window, but given that you’re calling now, I’ll play your request coming up in the next all request show, and make sure it is properly followed up.
This can set you up for a large # of requests coming in outside the request show, but that’s worst case. The positive outweighs the risk because (1) your explaining honestly why you can’t play it now and when you play requests and (2) you still plan to play the request and when you plan to play it.
saying “that’s difficult to say” is still a blow off at this point. Most listeners want a specific time to actually hear. I know I do. It’s too soon in my mind to say this, however, if the “customer” says that the all request show is not soon enough, then that’s the time to say “that’s difficult to say” because you have given them a time, and if it’s not good enough, the compromise should be in the stations hands. You want to please an important “customer” but there’s only so much you can do.
Maybe some radio talent could use sometime on the phones in a call center. I’d love to see some of you guys talk down irate customers like I have…LOL!
You are assuming that listeners will take “That’s difficult to say, but we’ll get it on as soon as we can. Thanks for calling” — as an answer without calling back and getting ugly with you. Recently I have noted that more and more listeners think you are only there to play their requests – as the exact time you get them. I have been cussed out, yelled at, threatened, and called repeatedly at my station and we NEVER have a request hour. Nor do I or any jock I know of ever say to call with requests.
It no longer matters if you just played the song five minutes ago – AND they heard you play it – or if it is a song that you haven’t played for ten years.. Listeners are getting more demanding and any phone etiquette has gone out the window. From personal experience the easy lines like “That’s difficult to say, but we’ll get it on as soon as we can. Thanks for calling” — no longer cut it.
I know it is a little off topic – since this PD was talking about a station that does have a request hour – but man am I sick of getting harassed about request songs that we are never going to play (or just played) and the large volume of rude callers that Jocks have to deal with on a daily basis!
Being a solo morning show host I would KILL for angry callers demanding songs now ect ect ect.
I would turn those calls into bits that would probably kick off my next aircheck MP3! Here is how I would attempt to handle a call like that.
Me: Power, Goodmorning, You’re on the air
Caller: Play “generic pop track”!
Me: Oh sorry pal just played it ten minutes ago but I’ll get it on soon for ya, ok? (common line from me)
Caller: NO! I don’t care when u played it! Play it next
Me: Why are you so angry? Do you need a hug? Cuz i’ll come to your house and give you a hug…
ect. Playing off angry douchebags is such fun and GREAT radio. Don’t yell back at them. Make urself the smarter victim and the rest of the listeners will rally behind you and make that angry caller think twice. Trust me!
In this day of voice tracking, if they get anyone that is actually in the studio, I’d just be amazed with that! I would never tell them no, though. We’re here to serve the community.
Tad…..nicely done…..that’s one way to handle it…whether or not you can actually air it depends on the caller, if they totally meltdown and what you think is the best course, but you certainly have a way to deal with it.
DJ Chicky-“I have been cussed out, yelled at, threatened, and called repeatedly at my station”
I think this is a perfect example of why radio talent could use some call centre training and/or experience. This type of routine would be standard practice for anyone in the trenches on a daily basis depending on the call center and the product and I hate to say it, but Americans can be really nasty.
Obviously, radio is reflecting this reality. I can offer some advice. (1) don’t take it personally. They’re bitching at station policy when you can’t play their song NOT you. You’re just on the other end of the line, and get their wrath in your ear. You really can’t let it get to you. This simple advice is the hardest thing you have to get around, separate the fact that he/she isn’t yelling about you, but once you do, you can regain your sanity. (2) Laugh it off. I can’t tell you how many times I have put my headset on mute and smiled and laughed while someone cusses and does a meltdown on the phone at me. While initially one could take this as ignorant and unprofessional, it’s a defense mechanism when you have to deal with this sometimes on a daily basis because you cannot do anything to any caller who melts down until he/she is finished. Saying anything like “sir please calm down” will only escalate their anger. Just sit back and wait for it to be over. Once they calm down, depending on what you can actually do, it may escalate again, and if it does, hang up on them., but tell them you are hanging up on them first. and say to them that “you’ve done all you can for them, and you really don’t have to take that abuse from anyone on the phone”. say it polite, but firm. Take control of the call! It’s a last resort in the call centre world, but it happens. If you’re irate with any company, it only goes against you all too often then getting what you want.
Customer service is a very valuable skill to have in the real world. It’s given me confidence to deal with people in life, because once you master and perfect dealing with upset people over and over, There’s not much else you can not handle.
I host an afternoon show and our longtime midday girl tells people, “Well, it’s not request hour right now, but what do you want to hear?” … in response to the “Can I hear a song?” question.
Drives me BONKERS. Haven’t figured out a way to tell her it’s outdated & doesn’t help any of us.
Same with her saying on-air, “Listen for the cue to call.” Really? Why not speak in normal conversation words … i.e. “Your chance to win at 11:15” or “I’ll tell you exactly when to call…”
Suggestions for her directly, or how to clue the PD in on it?