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Transferring a Call

Guest post by: Linda Richardson

Article Overview: Essential tips on how to properly transfer a call.

Transferring a Call

When you are transferring a call internally, always give the colleague to whom you are transferring the call the customer information required to make the transfer as seamless as possible. Provide your colleague with the customer\'s name, his or her company\'s name, purpose of the call, account number and all other information you gained. Do not directly place the transfer without knowing who (if any one other than voice mail) will be there to accept the call.

Tell the customer who you are transferring him or her to and provide the customer with the number and name he or she is being transferred to in the event the call becomes disconnected. Then say \"Will you please hold so that I can transfer you?\" Colleague Receiving the Transferred Call As you accept the call, use the customer\'s name and summarize the information you have gotten so that the customer does not have to repeat the information again. Then position that you would like to ask additional questions (as necessary) so that you can meet the customer\'s need.

Ineffective Transfer Example \"Hello Mr. Kratzer. This is Karen Dylan. How may I help you?\"

Effective Transfer Example \"Hello Mr. Kratzer. This is Karen Dylan. Tim Smith told me that you have not received your order #130 that was scheduled to arrive on the 12th. I apologize about that. So that I can track this and rectify the problem for you, may I ask a few questions?\"

The difference between asking \"How may I help you?\" and showing you are prepared by summarizing the situation and showing concern is the difference between exceptional and typical customer service. When a call is being transferred you must have some customer information that is the basis for the transfer. That information must be transferred too. The person receiving the transferred call must use it and acknowledge or show empathy to connect with the customer and ask a question(s) to gain more information so he or she can turn a potentially frustrated customer into a very satisfied one. Transferred calls are another way to use your skills and an attitude of exceptional customer care to distinguish how you meet your customer\'s needs.

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Article Tags: Linda Richardson, Phone Tips, Sales Training



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I answer my phone - when I worked in the Call Center we had to say "Good XXXXXX, Andy speaking, How may I help you?" imagine saying that over and over again. It kind of sticks with you. It's been a few years now but I've kicked off "How may I help you?" part.
Money I made while in School - While in university I did have a Student Loan (still paying that bugger off) and had a part-time job as a Call Center agent (inbound). *Canada* I also designed websites (outsourced all the work). I just worked on getting new customers, managed the projects to completion and helped create Marketing Plans for my clients (Online and Offline). *Canada* When I was studying the in the States I also made some money as a Part-time Flight instructor. *USA*
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