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Musical Phones
 "Let me transfer your call." What goes through your mind
when you hear those words? Do you have visions of being placed on
hold, waiting for someone else to come on the line, repeating what
you just said, and then hearing one more time, "Let me transfer
your call?" Feelings of frustration set in and your confidence
in the company you dialed begins to diminish. It's a game of musical
phones played to a tune that no one enjoys.
If you don't
like being transferred from person to person over the phone, your
customers don't care for it either. There are a number of ways to
transfer callers without creating more problems along the way.
Listen to the caller's issue. Even if you think you know
immediately what people want and who can help them, hear them out.
Don't interrupt. You could learn something that will change your mind
about how to handle the call.
Avoid saying the word
"transfer." Tell people that you need to "send"
their call to another department or employee. Offer to
"connect" them or "put them through" to someone
else. Using a different term can save your callers undue anxiety and
fellow employees from having to deal with edgy customers.
Check to be sure that the person to whom you are sending the call is
actually available. Your customer will not be happy if the call
unexpectedly goes through to a voice mailbox. If you know that the
person who can help is not in, ask before transferring callers to
voice mail. They may prefer another route.
Verify that you
have the right person before connecting the call. If you aren't
certain, ask the caller to wait while you check. Tell callers why you
need to transfer them.
Give your caller the name and the
direct number of the person to whom you are directing the call. That
way, if there is a disconnect, your customer knows whom to ask for
when they call back. If you have the ability to stay on the line and
make an introduction, that is all the better.
If you want to
provide customer service that will delight your callers, offer your
name and phone number and invite people to call you back if their
needs are not met or their questions are not answered. Thoughtfully
and carefully transferring calls reflects positively on your entire
organization and will eliminate musical phones.
© Lydia Ramsey. All rights reserved.
 
About the
Author
 Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH THAT BUILDS PROFITS. She has been quoted or featured in The New York Times, Investors' Business Daily, Entrepreneur, Inc., Real Simple and Woman's Day.
For more information about her programs, products and services visit her web site at http://www.mannersthatsell.com
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