Often, it’s the little things that make the biggest difference not only to our customers, but in our working relationships with others. It can be all too easy to give ourselves permission to take short cuts. Maybe your short cut has to do with making blind transfers, not doing proper documentation in notes or only doing your best if you think it is a secret shopper call. Every time you take a short cut it chips away at your integrity and has the potential to cause pain for someone else.
Transferring Calls:
You may not have a script for transferring calls so it does require that you look at both your company customer service philosophy and the basics of etiquette to come up with a professional way to handle a transfer.

When to transfer a call: If the caller asks for a sales rep or someone from another department by name, your first step is to determine if there is something you can help with. Customer service is obligated to do its best to help. If what the caller needs is out of the scope of what customer service is to handle, then a transfer is appropriate.
When to take a message for call back: You have done your best to help the customer and need to escalate the call to someone else.
Information you need to pass on: Caller’s name, company name, account number or address, phone number and reason for the call.
Documentation in your system’s notes:
The goal is for your documentation to be done real time or within a few seconds of a completed call. If you are escalating the call to someone else then your documentation needs to be completed quickly so the next person can read the details and get caught up on the situation. It’s not kind to have your teammate go into a situation blind.

The way you end your portion of the conversation before you transfer the call is important. Ending with “hang on”, “one moment”, or silence is not polite. Work these phrases into your conversation to elevate your performance and provide your customer with a wonderful experience.
*I’d be happy to transfer you to___. Have a nice day.
*Jim is not in at the moment. Would you like to be connected to his voice mail?
*I am transferring you now. Thank you.