Oct 1 2011
Musical Phones
“I want to take your call.” What goes through your mind when you hear these words? Do you have visions in suspense, waiting for someone to come in line to repeat what you just said, and then hear it again: “Let me call your” feelings of frustration and reduce their overall confidence in the company that has selected starts.It’s a game of musical phones played a song that no one happy.
If you do not want to spread from person to person through the phone, customers do not care about it. There are a number of ways to transfer calls without having more problems in the future.
Listen to outgoing calls. Even if you think you know immediately what people want, which can help them, they heard from. Do not interrupt you. You can learn something your mind about how to respond to the call for change.
Avoid saying the word “transfer.” Telling people you need to “send” your call to another department or employee. Do You “connect” them or “put through” to another person. In another word, not fear and unnecessary calls to save their colleagues dealing with nervous customers.
Make sure the person you send the call is actually available. Your customer will not be happy if the call goes through an unexpected voicemail. If you know the person who can not help put before sending calls to voicemail. They prefer a different way.
Check if you have the right person before the call. If you are unsure, ask the caller to wait while you check. Tell callers that will change.
Give callers the name and direct number of the person who transferred the call. So if you disconnect from your client knows to look for, if they request a callback. If you have the opportunity to stay in the field and an introduction, is that any better.
If you contact the customer service that will delight callers to invite you to provide your name and phone number and the people, who will return your call when their needs are not met or do not want questions answered they become available. Carefully, carefully transferring calls reflects positively on the entire organization and eliminate musical phones.