Are Your Customer Service and Customer Experience Falling Apart on the Handoffs?

I know we’ve never met. But I have a pretty good idea of where you’re dropping the ball in your customer service delivery.I’ve seen companies like yours (probably) in my work as a customer experience consultant, keynote speaker, and customer service author.

And, odds are, you’re dropping the customer service ball on your handoffs.

It’s easy for your employee to promise something to a customer– and then send the customer elsewhere within your organization for actual results.

Fair enough: but did the details of the customer’s needs actually get fully conveyed to the person who was handed the ball?

And, did the handoffee follow through on these instructions?  Or did she hand off the responsibility again?  And, if so, was the customer support fumbled on that handoff?

Follow-through and follow up are keys to a successful customer experience.  And often best accomplished by the person who first took the request.

****

Here are my four steps to customer service recovery. And note how follow-up is baked into the sequence.

Leave a Comment

Your email address will not be published. Required fields are marked *

15585

ENTER YOUR EMAIL

TO GET 3 FREE CHAPTERS

PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

15585

Thank you! You will hear from us right away.

ENJOY YOUR 3 FREE CHAPTERS

This site uses cookies to enhance the user experience. By using the site you are agreeing to our privacy policy.