Transferring calls can be a sticky moment in any phone transaction. The last thing you want to do is inadvertently hang up on a customer or transfer him to the wrong person.

But you can put your customers at ease with transfers by trying the following tips from business etiquette expert Lydia Ramsey, author of Manners That Sell — Adding the Polish That Builds Profits:

• Hear the customer out. Even if you know you’ll need to transfer the customer before she finishes speaking, resist the urge to interrupt. She might say something that will make you reconsider where to send her call.
• Explain to the customer why you need to transfer her. Doing so will let her know that you’re not just passing the buck.
• Avoid saying “transfer.” Use the words “send,” “connect” or “put you through” instead.
• Make sure you’re redirecting the call to the right person. If you’re not sure where to send the call, put the caller on hold while you check. It’s worth sacrificing a few moments of the customer’s time to appear organized and in control.

Filed under: Customer Service Corner