Have you ever googled a company’s customer service number, called to get help, and were told to call a different number? Did you have to ask the same question or explain the same situation to multiple people? Unfortunately, this situation happens far too often. To prevent frustration to both external and internal customers, this month’s Customer Service Tip will cover an easy solution to this preventable negative experience.
Imagine you are at work and your phone rings, you answer politely and immediately the customer begins sharing their story – the reason they have called. After a few moments, it becomes clear to you that they have mistakenly called the wrong number. You don’t want to be rude, so you listen and wait patiently for them to finish their story. You wait another moment to be sure they are done speaking before informing the customer they have called the wrong number. Your solution? You offer to transfer the call to the correct department. You place the call on hold to find the correct extension, dial the number, wait for the phone to ring, and then you hang up. You assume the correct person is now helping the customer. Sound familiar?
This example is known as a “cold” transfer. A cold transfer can be a very frustrating experience for everyone. In this situation, we don’t know what happens after we hang up. We don’t know if the phone continued to ring, if anyone answered, or if the call went to voicemail. The next person to answer the call doesn’t know why the call was transferred and may be blindsided with an upset customer. The result? We have created a bad experience that was preventable with a “warm” transfer.
The moment you realize a call needs to be transferred, there is a simple 6-step process you can follow to provide excellent customer service:
- Explain why you need to transfer the call
People are generally understanding, as long as they are informed. Letting the customer know the reason you need to transfer can prevent frustration and misunderstandings.
- Give the customer information before you transfer
Always provide the caller with the correct phone number, name, and department. This information is extremely helpful in case the call is dropped or disconnected during the transfer.
- Ask the customer if you can transfer
This gives the customer the chance to ask questions, clarify information, or express any other concerns. The customer may not want to be transferred, they may prefer to call back later, or they may have other questions. It is polite and professional to ask permission before moving forward.
- Wait for an answer
Instead of hanging up when the phone begins to ring, wait for the person in the other department to answer. By waiting, you are making sure the customer will be connected to a live person.
- Provide information
Give a brief explanation of who you are and why you are transferring the call. If your customer is upset or frustrated, it is important to share this information with your co-worker in order to prevent additional issues. This is an example of providing excellent internal customer service.
- Complete the transfer
Now that everyone is informed, it is time to transfer the call. Some phones require you to place a call on hold before transferring; others have a transfer button. If you are unsure how to transfer a call, practice with a fellow employee to ensure you are ready for the next transfer you need to make.
Following these quick and easy steps tell your customer, and your fellow employees, you care. A warm transfer may take a few moments longer but will save time in the long run by preventing additional problems or frustrations.
Do you have feedback, suggestions, or ideas on how to improve internal or external customer service? Send an e-mail to customerservice@ykhc.org and keep an eye out in the Napartet News for more Customer Service topics and tips.