Use reflective listening to encourage the customer to share information. Repeat the caller's statements in your own words. The customer then has the opportunity to indicate you have received the information they sent correctly. The caller wants your undivided attention. Empathetic listening indicates you are interested and really do care.
Transfer calls only when absolutely necessary.
People feel put off when transferred. If transfers multiply, the caller's opinion of your organization soon dwindles. To ease the transition, ask the caller's permission to do the transfer. Explain your reason for doing so. Request their phone number just in case you loose them in the transfer process.