Talk about red carpet telephone customer service! I recently had an interaction with a sales rep, on the phone, that got me excited. What he did was so simple, but so rare that the customer service geek in me was all a quiver. What did he do? He delivered a Warm Transfer.
Red Carpet Telephone Customer Service means your transfers are warm!
So, what’s the difference between a cold transfer and a warm transfer? Let me explain.
A Cold Transfer goes something like this: “I don’t know how to answer your question, you’ll need to talk to Sally. May I transfer you?”
Then you wait on hold, and listen to cheesy music or a commercial or worse, nothing but dead air, and then Sally gets on the phone. “This is Sally. How can I help you?”
At this point, you repeat everything you just said to Sally and hope that she can help you.
In this scenario, the first person – we’ll call him Joe – simple hit a button and transferred the call to Sally.
A Warm Transfer goes something like this:
Joe says: “Ms. Cutting, I am happy to help you. I don’t know the answer to your question, but Sally does. May I put you on hold for a brief moment while I get Sally on the line?”
Me: Of course!
Then, lo and behold Joe comes back on the line and he has Sally with him. “Ms. Cutting, I have Sally on the line, and you are in good hands.” Then Joe goes away and Sally says, “Good morning Ms. Cutting. I understand you have a question about…..” and she fills in the blank!
This is the part that delights me!! Not only did he reach Sally and tell her WHO was calling, but he filled her in on the details so I did not have to repeat myself.
That’s a refreshing example of red carpet telephone customer service.
As always, I’d love to hear from you. Comment below and tell me what telephone customer service practices you think are important?
Donna Cutting is the author of 2 books on Customer Service including her most recent, 501 Ways to Roll Out the Red Carpet for Your Customers, and the Founder and CEO of Red-Carpet Learning Systems. She and her team provide training and tools to help you engage your teams to deliver an extraordinary customer experience. Listen to Donna talk about her warm transfer here and then subscribe to our YouTube channel!