Good customer service handover leads to appreciation

Have you ever received the transfer? They all have at some point. You know, when you are talking to a customer service representative and he or she transfers you to someone else to solve your problem. It can happen over the phone or in person. Sometimes they say, “It’s not my department.” (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 with a customer service representative, there are usually several steps you need to take. Most of the time, you will be greeted by a recorded message and voice prompts to tell you how to access the correct department. You can be lucky and not have to wait; there are some companies that have made this a priority. However, they will usually put you on hold, hopefully for a short time, and you may hear a message such as “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: “My call doesn’t seem important”?

When your call is answered by a customer service representative, they usually ask for basic information like 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. It has to be transferred to someone in another department, which may mean another wait and another question and answer session.

There are several reasons why these types of calls are frustrating, one of which is wasted time.

However, a customer service agent may ensure a smooth transition. Done correctly, a transfer can make the customer feel appreciated during the call and leave a positive impression.

I was working with an agent at a call center. Another agent found it necessary to transfer a call to us, and when I answered the call, the other agent was on the line and gave me the necessary information to familiarize myself with the caller and their situation.

This helped ease the transition for the client. It was a warm delivery. Rather than being frustrated, the client thanked the first agent very much, and even more so to those of us who helped solve the problem.

Whether in a call center or in person, and in any type of business, try to perfect the art of handover. Here are some things to consider:

1. Don’t let customers feel like they’re being moved around. If you must transfer a call, make an introduction to the next representative.

2. Don’t make the customer have to tell their story (or give identifying information) more than once; make it part of your presentation to the next agent.

3. Do not subject a customer to a series of transfers. If a transfer is necessary, be sure to direct the client to the appropriate person. For example, if you are on the phone, transfer only once. In person, take the client to the right person the first time.

4. You may want to consider providing the customer with your direct contact information in case they are disconnected or unhappy with the handling of their issue, or if they have other issues in the future.