Have you ever received the transfer? Everyone has at some point. You know, when you’re talking to a customer service representative and he or she transfers you to someone else to resolve your issue. It can happen over the phone or in person. Sometimes they say, “It’s not my apartment.” (I hate that one!) Or, “You should have asked to speak to someone at…”. You get the idea.
When you call a business to speak to a customer service representative, there are usually several steps you need to take. Most of the time, you will receive a recorded message and voice instructions directing you how to access the correct department. You may be lucky and not have to wait; there are some companies that have made this a priority. Usually, however, you’ll be put on hold, hopefully for a short time, and you may hear a message like “Your call is very important to us. Your call will be answered by the next available representative.” How many times have you thought while waiting: “It seems that my call is not important?”
When a customer service representative answers your call, they typically ask for basic information such as address, account number, etc., before getting to the actual reason for the call. Hopefully, the agent will be able to resolve the issue or fix the issue, resulting in a great customer service experience. Sometimes, however, this is not the case. You have to be transferred to someone in another department, which can mean another wait and another question and answer session.
There are several reasons why these types of calls are frustrating, one of which is the loss of time.
However, a customer service agent may be able to ensure a smooth transition. Done right, a transfer can make a customer feel appreciated during the call and leave a positive impression.
I was working with an agent at a call support center. Another agent found it necessary to transfer a call to us, and when I picked up the call, the other agent was on the line and gave me the information I needed to familiarize myself with the caller and their situation.
This helped ease the transition for the client. It was a warm delivery. Instead of being frustrated, the customer was very appreciative of the first agent, and even more appreciative of those of us who helped resolve the issue.
Whether in a call center or in person, and in any type of business, try to perfect the art of transferring. Here are some things to consider:
1. Don’t let customers feel like they are being manipulated. If you need to transfer a call, introduce it to the next representative.
2. Don’t make the client have to tell their story (or give identifying information) more than once; make that part of your pitch to the next agent.
3. Don’t put a client through a series of handoffs. If a transfer is necessary, be sure to direct the customer to the appropriate person. For example, if you are on the phone, transfer only once. In person, take the customer to the right person the first time.
4. You may want to consider giving the customer your direct contact information in case they get disconnected, or are not satisfied with the handling of their issue, or have other issues in the future.