We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments. We’ve talked about customer handoffs within an organization, but what does a great handoff look like?
When one division or one person hands off the ball (a need, request, issue) to someone else, the handoff includes details about the customer, the situation, and contact information on the customer. If anything has been done or next steps have been communicated to the customer, the handoff communication conveys that information, as well.
In addition, one great thing to see in internal handoffs is the message that the employee who is the recipient of the ball conveys back to his or her co-worker:
- Got it! We’re reaching out to them this afternoon.
- Thank you! We’re going to have one of our account reps call them back within the hour.
- We’re familiar with this customer and their situation. This additional information helps. We’re on it!
And next-level internal communications even involve the recipient of the handoff closing the loop with their co-worker after there’s resolution:
- Just sending you a quick message to let you know we were able to resolve that issue with Mr. Smith. Thanks for the heads up!
- We got in touch with Mrs. Jones late yesterday and answered her questions. Just keeping you in the loop.
- Had a great talk with the customer that you referred to us yesterday. We have a game plan moving forward. Thanks for the quick call and request for support!
Customer service is not always about how one employee handles one customer. It’s often about how a team works together – professionally and positively in a responsive manner – on behalf of that customer.
Be a great teammate to provide great customer service.
Signup for FREE Tips! Contact Us More Resources for You Visit Our Home Page