When transferring a call, a CSR must follow these steps to provide the best service.

Do not transfer the customer if that is his or her wish.

Stay on the line.

Avoid using the word 'transfer'.

State what you can do$.$

Pass along the customer's name with facts and details.

State clearly what you can and cannot do$.$

If the customer has spoken to multiple people, it is alright to transfer them to another CSR$.$

It is alright to let the customer know you are transferring their call by saying "I will transfer you to accounts payable."

Offer to call the customer back if the matter seems lengthy.

Provide the department you are transferring the customer to and allow the customer to provide further details.