Transferring a call, “Certainly”

Enhance Customer Trust with Effective Telephone Skills

Image 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.

Written By Jeff Mowatt (original content – not AI generated)

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Jeff Mowatt is a customer service speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.