Proper business telephone etiquette can make a positive impression on your callers. Transferring a telephone call is more than just knowing what buttons to push on your telephone system. The business telephone etiquette that you and your employees use directly reflects upon the image that your business portrays.
1. Explain WhyExplain to the caller why you need to transfer the call. Reasons may include: the caller reached the wrong department (or wrong number), the caller has questions that only another department can answer, or you do not have authority to make the decision the caller is seeking. Regardless, make sure the caller knows "why" and that you are not just passing-the-buck.
2. Give Your Info FirstFirst give the caller your name and extension in case you get disconnected. This will give the caller a sense of importance and that you are personally concerned about the caller's situation. Secondly, tell the caller the name of the person (or department) and extension number that you need to transfer the call to. And, remember to always be pleasant.
3. Ask PermissionAt this point, ask the caller for permission to initiate the transfer. This will give the caller a chance to ask any other questions and give them a feeling of control.
4. Wait for an AnswerDo not blindly transfer the call as soon as you hear the other phone ring. Wait for the other person to answer and explain to them the reason for the transferred call. This will give the other person a chance to prepare for the call and the caller will not have to explain the situation all over again.
5. Make an IntroductionReturn to the caller and announce the name and/or department that you will be transferring the call to. Thank the caller for their patience and ask if there is anything else that you can do.
6. Complete the TransferAt this point you can complete the transfer by connecting the caller and the other person or department. Remember to end your connection by hanging up the phone or disconnecting your head set.