Recent experiences with various companies has really driven home how critical continuity of the message and actions is to provide basic acceptable levels of customer service.
Handoffs lead to Disconnects
In the past two weeks, interactions with four different companies (large and small) were all scarred at various points by because the transactions could not be completed without interacting with multiple individuals who were not in sync with each other.
The sad part is on the whole these experiences could have been totally satisfactory or even better had these unfortunate hand-offs not left a bad taste for something that overall was fine.
Coordinate and Confirm
The solution is simple. The principle should be a single point of contact for a customer to the greatest extent possible.
In cases where other expertise or skill focus is needed the transfer of the customer should always include all parties in the company (and the customer) to ensure a full understanding of what has incurred to date.
Just dropping the customers into someone else’s hands is a recipe for disaster. Consistency in approach requires a “warm” handoff.
How We Doing
With longer service and support interactions, particularly those requiring some handoffs of the customer, pay attention to how things are going.
Confirm the customer is getting what they need at a minimum by asking them for feedback each time a transfer is made to someone else (always a warm transfer with everyone present at the beginning).
Avoid dumping the customer on someone else without confirming they are okay with bringing in additional support and be sure to consult internally beforehand to ensure continuity of message and avoid duplication.
Simple Approach Works Best
The suggestions made here can virtually always ensure success with every customer interaction. Even if things don’t always proceed without glitches (shit happens) being sensitive to this and addressing issues collaboratively within your organization can make the overall experience for those you serve a positive one.