Customer Service: Prevent Speedy Blind Handoffs | #CX #CustServ
by Kate Nasser |
Customer service leaders and managers, are your employees doing blind handoffs to each other? Do they pass a customer request along and assume that others are contacting and updating the customer? When they don’t contact the customer, the result is disastrous. Here’s why and how to avoid the fatal mistake of blind handoffs.
Customer Service: Beware Blind Handoffs
When one customer service staff hands off a customer request to another staff, do they both know what will happen to that request? Have you as customer service leaders, managers, team leaders, and supervisors raised the issue of who must contact the customer and in what amount of time? This step is far more than just a routine procedure.
When staff do not have the same understanding about status updates to customers, it is very likely that your customers will suffer. The blind handoffs without follow-through leave customers hanging. They feel confused and worse yet, ignored.
Reminder to Leaders & Managers
Speedy blind handoffs make it easier for you all to handle more calls and requests. However, your overall customer service rating and customer service reviews will tank. Without follow-through and status updates to customers, your call volume metrics mean nothing.
Ask your staff what their current approach is with status updates to customers after a handoff.
If the handoff is to other departments, find out what their timeframe is for status updates to customers.
Allow your staff time to update customers. If not, your staff will do blind handoffs and your customers (and you) will pay the price.
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From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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