• Always stay on the line to introduce the customer to the next person they will be talking to-for every department, including the call center.
• Ask permission from customer to place them on hold to call department for technical support (press the conference button to call the dept). Try to determine if you will need to stay on the line…the customer may want to place an order, or they may just need information for an item they’ve already received.
• Call the dept, advise them of the issue, the name of the customer, item #, or other pertinent info and that you will/will not stay on the line (this is determined by the info you’ve obtained prior to the transfer).
• If you are unable to reach someone in another dept; offer to find out the information and either email or call the customer back with that information.   Or you may offer to put through to the dept contact’s voicemail.

Do not transfer calls without speaking to someone on the other end.

NA 06/18/25