Thursday, October 06, 2005

I'll get you over to....

One phrase that really bugs me when I hear it, is a rep saying, "Let me get you over to (such-and-such department)", while transferring a call.

It sounds so harsh and cold. Doesn't it sound kinder to the customer if you phrase it something like "Let me bring my colleague from (such-and-such department) on the line with us to assist you further", which also serves the purpose of letting the customer know that you aren't going to drop the call blindly somewhere else. Or even "I can connect you with a specialist in (such-and-such department)" sounds better.

But, "Let me get you over to"? I even hear training instructors teaching people to transfer calls that way. Yikes! As a customer myself, hearing that would make me feel like a non-person.

Maybe I'm just too sensitive. Does that phrasing bother anyone else?


At 11:37 AM, Blogger Rev. Dubya said...

Eh, I don't know. It doesn't offend me so much, because I actually used that phrase when I was working Tier 1 support.

Everyone would call us *first* and if I couldn't help them, I'd be happy to send them to someone else.

Now that I'm on Tier 2 support, I don't use it to much, because I just escalate their ticket. Glories of being on the Tier 2 support team is that I don't have to talk to customers if I don't want to. :D

At 11:12 AM, Anonymous Anonymous said...

funny, i use that phrase all the time, and I totally did not know I was. I was like "yeah, what I going to need to do is get you over to financial services..."


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