Here is the 11th of my series on “Back to Telephone Basics” to share with your staff.
The most delicate part of call handling is transferring the caller to a different person and doing it so that the caller is grateful that it was done.
A caller who is transferred aimlessly loses any good feelings they may have about your company when they are misdirected – it wastes their time and yours!
Ir requires tact and knowledge of your company
- Departmental responsibilities
- Key staff who will handle the call properly
The caller must be given an explanation as to why they are being sent elsewhere.
It is a good idea to follow-up periodically with the person or department you transferred a call to, to see if the caller was handled properly.
Before the transfer is actually completed, you should make sure that the caller feels that everything is going to be taken care of.
This week’s question for your employees – What type of calls are we transferring and what can we do to minimize the transfers?
Thank you for reading and sharing!
Laura Sikorski – Independent Call Center Consultant
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