What should representatives do before transferring a call?

Representatives should inform the customer about the transfer and ensure the next representative is ready before transferring the call. This approach helps maintain a smooth transition, ensuring the customer is aware of what is happening and why the transfer is necessary. It also reassures the customer that they will be receiving assistance from someone who is prepared to help with their issue, thereby minimizing confusion and frustration.

Effective communication is vital in customer service, and by providing information about the transfer, representatives create a more positive experience for the customer. Additionally, confirming that the next representative is ready helps to prevent the customer from being placed on hold for an extended period, enhancing overall efficiency. This practice ultimately contributes to better customer satisfaction and reflects well on the company's commitment to service.

The other options do not effectively contribute to a positive customer experience. For instance, putting the customer on hold indefinitely disrupts communication and can lead to customer dissatisfaction. Preparing by reading the customer’s history is important but should be done in conjunction with notifying the customer and ensuring the next representative is ready. Asking for feedback before transferring does not address the immediate need for a smooth call transfer and may lead to further delays in resolving the customer's issue.