Want to hone your phone etiquette knowledge to offer a more professional experience for your callers? You’ve come to the right place. As a company that provides call answering services and virtual assistant services to small businesses, we are very familiar with professional phone etiquette.
Our years of experience working with clients across dozens of industries have left us with a working knowledge of how callers want a business to answer the phone, or in this case – how they want to be transferred. Transferring a caller can be a simple, seamless experience if you follow the right process.
Phone Etiquette 101: Transferring a Caller
1. Tell the caller you need to transfer them
Before you can take action and begin transferring a caller, you have to let them know what’s happening. Tell the caller you need to transfer them and back it up with a “because” statement – these are shown to increase compliance to requests by almost 80%.
If a caller does not want to be transferred, find out why. Explain that the transfer would ensure they receive assistance as quickly as possible. Ensure that you will give the next representative all the information on their call so far and that they won’t have to explain their situation again.
SEE ALSO: Small Business Phone Etiquette 101
2. Give identifying information
Now that the caller has agreed to be transferred to the correct department or representative, give some identifying information that will make it easier for the caller to find you in the event of a disconnection or offer feedback on the call. Your name, department, extension, and any applicable ticket numbers should be given to the caller before attempting to transfer.
3. Ask for permission to transfer
You can ask the caller for official permission to transfer once you’ve given them the right information. Simply asking “Is it alright if I transfer you now?” is fine. Make sure you get a clear yes before transferring the caller.
SEE ALSO: What is a Warm Transfer?
4. Explain the caller’s situation
Once you connect with the person you’ll be transferring the caller to, briefly outline and explain the caller’s situation so they have a working understanding of what has happened on the call up until now. This short explanation will help the person handling the call get off to a running start and will relieve the caller, who won’t have to repeatedly explain the same details.
5. Connect the caller to the new line
After you’ve briefly explained the caller’s situation to the next representative, you are free to connect the caller to the new line. Offer a quick introduction – for example, “Clara, I’m connecting you with Andy from Accounts Payable. He’ll be able to get this sorted out for you right away! Let me know if there’s anything else I can do for you.”
Once you’ve connected the caller to the new line and offered a quick introduction, you can quietly hang up the phone. Your transfer is complete!
This method works perfectly in most call scenarios. If a caller will be transferred multiple times, this method is really effective because it ensures that each person the caller is transferred to will get a quick outline of the situation and what has been done to help the caller so far.
One of the most frustrating facets of dealing with customer service is repeating the details of a problem or issue to multiple people. You can ensure that doesn’t happen to your callers by following this simple process! Learn more about phone etiquette by clicking on Phone Etiquette in the menu on the right.