GPI 252 – Tell your customers their contact’s direct telephone number before transferring them.

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Before transferring incoming customer calls, make sure the receptionist handling the call gives the client his sales representative’s direct number.  Say, “Thank you, I will transfer you now to David at extension 2119” or “I will transfer you now but in the future, I do not want you to wait, you can call David directly if you like at 813-453-3234”.  This extra bit of information gives the customer the option to choose to jot down the direct line or not.  He may prefer to call your sales personnel directly rather than waste time with a receptionist. Giving your customers direct numbers gives them something more personal they did not have, and that never hurts customer relations.


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