Musical Phones (Video)

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"Let me transfer your call."

What goes through your mind when you hear those words? Do you envision being placed on hold, waiting for someone else to come on the line, repeating what you just said, and then hearing again, "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 no one enjoys.

If you don't like being transferred from person to person over the phone, the visitors don't care for it either. There are several ways to transfer callers without creating more problems.

• 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 to change your mind about handling the call.
• Avoid saying the word "transfer." Tell people you must "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 dealing with edgy customers.
• Ensure that the person you are sending the call is available. Your customer will not be happy if the call unexpectedly goes through to a voice mailbox. If you know someone who can help but 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 sure, ask the caller to wait while you check.
• Give your caller the name and direct number of the person you are directing the call to. That way, if there is a disconnect, your customer knows whom to ask for when they call back. That is all the better if you can stay on the line and make an introduction. This is called a “warm transfer.”
• If you want to provide customer service that will delight your callers, offer your name and number and invite people to call you back if their unmet needs or questions are unanswered. Thoughtfully and carefully transferring calls will reflect positively on your entire organization and eliminate musical phones.