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Musical Phones
by Lydia Ramsey
Published on this site: April 17th, 2006 - See
more articles from this month
"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 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
and Woman's Day. For more information about her programs,
products and services, e-mail her at [email protected]
or visit Manners
That Sell
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