Customer Service Training TIps

Transferring a call, “Certainly”

You’re a customer phoning an organization asking to speak to someone. When the switchboard operator transfers your call, which of these two phone techniques is going to give the best impression? They respond with a) “One moment please.” or b) “Certainly, I’ll put you right through.” Obviously, as customers, response ‘b’ makes us feel much more important. Ironically, to gain this competitive advantage, the second company didn’t have to lower prices, spend more on advertising or a better location. Instead they simply invested in training for their front line employees.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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