Final answer:
To manage a frustrated customer's resistance to being transferred, communicate with care, stay calm, actively listen, and ask open-ended questions to understand their concerns. Focus on resolving the issue rather than blaming, and if needed, consult a supervisor for further assistance.
Step-by-step explanation:
When a customer is frustrated and resistant to being transferred to a different representative, it is essential to handle the situation with care to not escalate the frustration. First, choose your words carefully, acknowledging their concerns and emphasizing your aim to resolve the issue. Secondly, stay as calm as possible and provide a listening ear to fully understand the customer's issues before attempting a transfer.
Utilize open-ended questions to learn more about the customer's position and avoid affirming any misunderstandings by restating what the customer has said. Focus on problem-solving rather than assigning blame. When necessary, and if the conflict cannot be resolved at your level, speak with a supervisor for further assistance. Remember, offering exceptional customer service includes taking initiatives such as being professional, responsive, and resourceful in addressing concerns.