Transfers and messages
Being transferred from one extension to another makes the caller feel very frustrated.
Apply the following steps:
- Provide the next consultant with a brief explanation on what the call is about.
- Explain to the caller why you are transferring him/her.
- In case of an accidental disconnect, give the caller the name, title and extension of the person to whom you are transferring the call to.
- Remain on the line until the new connection is made.
- Take ownership of every call you receive, even if the call was meant for someone else.
- We will attempt to assist the caller, or if we can’t, we will transfer the call to the right person.
- We will ensure a “warm transfer” by briefing the person to whom we are transferring the call to.
- We commit to taking messages for our colleagues, which include the date and time of the call as well as the correct details of caller.
- We promise to return all calls before the close of business each day (17:00).
- We promise to return calls to callers who left messages on our voicemail, before the close of business each day (17:00).
- We promise to respond to all e-mails before the close of business each day (17:00).
I have an bad experience with a Brand Manager we were talking on WhatApps and i have received another call on the cell phone .
As you all know that when you receive a phone call from another Cell it overwrites the WhatsApp’s call. When call this person back and he cuts my phone 4 times and he was sitting in Joberg office.
When i have him over the phone he was shouting at me without listening to my explanation .. i realize how uneducated is that person!
its amazing how many time we receive the customer’s call and by that time, the client is very angry at why are you asking me the same question over and over again. and you like no Sir it the first time I speak to you, screening of calls is important. it makes every one’s life easier.