Tell the caller what you’re going to do.We've all felt helpless on the telephone when we've been put on hold indefinitely or transferred to three different departments, still not reaching the right person. When we do this, we are telling the caller that they have no choice and certainly no control over the situation. These feelings produce frustration and a negative impression of both you and our Bank. One way to avoid this is to tell a caller what you are going to do "before" you do it.