I get it. You clicked to read this because you wonder what’s the big deal about transferring a phone call, right? In that case, you need to read on!

As Michael Gerber points out in his E-myth books, there should be a system for every part of your operation – even for how the phone is answered and calls are transferred.

This may seem too simple, even unnecessary, but in fact a telephone call is often the first contact a customer has with your business. You’ve probably heard it said “you only get one chance to make a first impression.” That may be a joke, but it’s also a fact. The way the caller is treated will affect their impression of your professionalism and service standards.

It’s pretty obvious these impressions build trust, which will have an impact on your sales conversions.

Even for existing customers, it’s still important to treat them well on the phone. Perhaps they’re calling with a service request, or a warranty claim.

Just like you, most callers hate to be transferred on the phone over and over, to person after person. It suggests the company doesn’t care about them, or that it’s disorganized because staff don’t know who should deal with the request.

There are four points to remember when you transfer a customer phone call:

1. Explain why the caller is being transferred and to whom

This reassures the customer of his/her importance. Also, if the customer is accidentally disconnected, they know who to ask for when they call back.

2. Ask the customer if he or she minds being transferred

Sometimes they may prefer to leave a message, instead. If they’re calling long-distance or on a mobile phone they may be reluctant to hold for the transfer.

NOTE: This particularly applies when customers are put on hold without permission. Some companies permit receptionists, in busy periods, to answer a call “Thanks for calling Company-name, please hold” and then they hit the hold button before you can get a word out! This is guaranteed to irritate the caller and should never be allowed.

3. Make sure you’ve spoken with your colleague before you hang up

This step is often forgotten, but it saves the customer the frustration of being transferred to the voicemail of someone who isn’t available. By staying with the call you take the responsibility to ensure the customer is connected with a live, breathing, person who can help them.

If there’s only voicemail available (ie there’s nobody else who can help) at least ask the caller if they’d like to leave a message, instead of simply transferring them anyway.

4. Pass on the caller’s name and the nature of the call, before transferring the call

When the customer is answered by someone who already knows their name and basic circumstances, the customer perceives a high standard of efficiency at your company and is satisfied that you value their business.

Tip:
If the caller doesn’t want to be transferred, or leave a voicemail message, volunteer to take a message and assure them you’ll personally deliver the message to the right person. (Don’t forget to make sure the message does get to this person!)

Want more?  These are just four of my 25 Telephone Tips for Effective Interaction with Customers & Prospects. Download them here.

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