Why Customers HATE Having their Call Transferred & What to Do About It

A survey by Consumer Reports found that a whopping 70% of customers become highly upset - and some outright hate it - when they hear the following phrase (or a variation): “I need to transfer your call.” What’s behind this dread and loathing? Surely, it can’t be the simple act of having their call transferred. After all, customers don’t have to lift a finger, and transfers are instant. There must be something else that infuriates customers.
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