IPMA 2002 A Hot Time In Atlanta

"Losing a customer when you transfer a call is just a reflection of your service," Devis remarked.

When a visitor and a caller compete for the CSR's attention, however, the visitor should take precedence, he added.

Devis went on to list common reasons CSRs fail on the phone, including lack of concentration, failure to pick out the customer's key points and jumping to conclusions.