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Chapter 26. Irate Callers > Avoid transferring the call

Avoid transferring the call

Sometimes you will not be able to solve the problem on the spot. Often you will need more information from another department, or the call may have to be handled by another person. Although these are legitimate courses of action, they will usually upset the caller again.

When you need more information, tell the caller that. Ask if he or she is able to hold while you obtain it, or if he or she would prefer to have you call back. Avoid using untrue phrases such as “Hold on a sec.” Nothing takes a second.


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