BLOG – SIKORSKI’S THINK ABOUTS – SCRIPTS FOR TRANSFERRING CALLS – BACK TO TELEPHONE BASICS #12

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Here is the 12th of my series on “Back to Telephone Basics” to share with your staff.

WARM Transfer

  • You discuss the caller’s issue with the person you are transferring to and then introduce the caller
    • Mr. Smith, it was a pleasure speaking with you.  John in our accounting department will be able to help you
  •  John takes over the call and you quietly disconnect

COLD Transfer

  • You transfer the caller to another department that will satisfy their needs and give the caller the extension
    • Mr. Smith, I am really sorry that I could not help you; however, I am confident that anyone in our accounting department will know exactly how to help you.  For your information, that department’s direct extension is

This week’s question for your employees – What other transfer scripts should we have?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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