handoff | Customer Service Solutions, Inc.

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Build Up Your Peers to Better the Customer Experience – 8/6/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

In developing relationships with our clients, rarely are we truly alone. Maybe for an instant or an interaction it’s just us and the customer. But if we look longer term (a patient stay in a hospital, an account holder for a sports team, a client for a bank, a taxpayer for a municipality), those customer relationships involve many employees working together for that customer.

And in most organizations, individual good experiences don’t necessarily mean an overall good experience or lasting relationships. Sometimes the difference between Good and Great in the customer experience is driven by the handoffs between the different areas and staff. So this brings up three key questions with some quick tips noted below:

How can we ensure the NEXT employee is prepared to receive the customer prior to the “handoff?”

  • Communicate between different areas of the organization about a customer and the handoff about to take place so the second employee anticipates and looks for the customer
  • Bring specifics into the equation (offer background on the customer to the co-worker) – ensure the next employee can pick up on one fact about the customer so the customer feels that the handoff was made effectively
  • Use names of co-workers when talking with customers about the next step to personalize the discussion and humanize the process
  • Show you care about your fellow staff member in front of the customer; have a pleasant, informal dialogue with your peer so that the environment is positive and professional.

How can we “build up” the NEXT employee in the customer’s mind?

  • Compliment the next staff member in front of the customer; this helps to create rapport and reduce customer anxiety about the process or the person
  • Use descriptive language to describe the next staff member – “they’re energetic, successful, friendly, etc.”
  • Address the credentials or experience of the next employee – “they’ve helped many people in similar situations to yours…they’ve been with us for 5 years…, etc.”

How can we check-in on the customer’s experience with the PRIOR employee?

  • Ask how the process has gone so far – possibly use open-ended questions to gauge their perception of the experience
  • Ask the customer how the interaction went with the prior employee; reinforce any positives they convey; offer empathy for any concerns they voice, and offer to follow-up on any issues, if appropriate.

Moving from a Good to Great customer experience can require employees to set co-workers up for success.

Enable the other employee to succeed to enhance the customer experience.