Musical Phones by Lydia Ramsey

"Let me "Let me transfer your call." What goes through your mind when you hear those words? Do you have visions of being placed on hold, waiting for someone else to come on the line, repeating what you just said, and then hearing one more time, "Let me transfer your call?" Feelings of frustration set in and your confidence in the company you dialed begins to diminish. It's a game of musical phones played to a tune that no one enjoys.

If you don't like being transferred from person to person over the phone, your customers don't care for it either. There are a number of ways to transfer callers without creating more problems along the way.

Listen to the caller's issue. Even if you think you know immediately what people want and who can help them, hear them out. Don't interrupt. You could learn something that will change your mind about how to handle the call.

Avoid saying the word "transfer." Tell people that you need to "send" their call to another department or employee. Offer to "connect" them or "put them through" to someone else. Using a different term can save your callers undue anxiety and fellow employees from having to deal with edgy customers.

Check to be sure that the person to whom you are sending the call is actually available. Your customer will not be happy if the call unexpectedly goes through to a voice mailbox. If you know that the person who can help is not in, ask before transferring callers to voice mail. They may prefer another route.

Verify that you have the right person before connecting the call. If you aren't certain, ask the caller to wait while you check. Tell callers why you need to transfer them.

Give your caller the name and the direct number of the person to whom you are directing the call. That way, if there is a disconnect, your customer knows whom to ask for when they call back. If you have the ability to stay on the line and make an introduction, that is all the better.

If you want to provide customer service that will delight your callers, offer your name and phone number and invite people to call you back if their needs are not met or their questions are not answered. Thoughtfully and carefully transferring calls reflects positively on your entire organization and will eliminate musical phones.

(c) 2006, Lydia Ramsey. All rights reserved. Reprint rights granted so long as article and by-line are published intact and with all links made live.

Article Source: http://www.articledashboard.com

Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH THAT BUILDS PROFITS. She has been quoted or featured in The New York Times, Investors' Business Daily and Woman's Day. For more information about her programs, products and services, e-mail her at lydia@mannersthatsell.com or visit Manners That Sell.

2. Speak more slowly. You'll be amazed at how much more clearly you can think and how much control and confidence you experience when you consciously slow down your rate of speech. Speak slowly and methodically when your emotional triggers are launched and you'll maintain poise during difficult conversations.

3. Wait 1-2 seconds before responding. Responding immediately to difficult or tactical customers could result in you saying something you'll later regret. Before you respond, take a deep breath, wait at least 2 seconds, and think about the best response and the best approach.

4. Take a time-out. When you sense that your buttons have been pushed, take a break. You can tell the customer you need to put him on hold while you review a file, or whatever excuse sounds good at the time. The point is to get away from the customer for a few seconds so you can re-group.

5. Use positive self-talk. I'm going to sound like Dr. Phil on this one, but I'm quite serious. Instead of saying to yourself, "I don't get paid enough to put up with this ____." Say something more positive like "This guy really needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into a very negative situation.

6. Show your power before you use it. Often, a subtle suggestion of your "power" is far more effective than the outright use of your power. As a customer service professional you may have the power to terminate a phone call. You could say to your customer: "If you don't stop yelling, I will terminate this call." But, believe it or not, you are far more "powerful" if you say, "I want to help you, but when you yell and cut me off, you make it difficult for me to work with you." The latter statement demonstrates your power and your message most definitely gets across. The former statement uses up all of your ammunition and won't usually diffuse an irate customer.

These incredibly simple tips will position you to keep your cool when customers get hot!

Myra Golden is an award-winning professional speaker and principal of Myra Golden Seminars, LLC (www.myragolden.com) a customer service training firm clients in food and beverage, banking, healthcare, hospitality, and other industries. Her client list includes McDonald’s, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, and Procter & Gamble, among many others.

In addition, Myra is a published author of Beyond WOW, producer of more than a dozen customer service videos, editor of weekly customer service newsletter, and is a repeated guest speaker at consumer affairs conferences and annual company meetings throughout North America .

Craig Binkley - husband, father and home business owner. Visit his Work From Home Directory at www.workfromhomehelper.com for legitimate work from home opportunities and ideas.