Customers want service that is easy and effortless. But sometimes we have to hand our customers over to a different colleague or department; that’s often where the customer can fall through the cracks and trust is broken. GREAT handovers mean that you hand your customer over in a seamless way, maintaining a trust-building experience.
How will it help?
- Describe what makes a handover seamless and what can break trust
- Position the handover positively to the customer, instilling confidence in the journey
- Own the handover, setting up the next colleague for success
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Welcome to GREAT hand-overs (40 mins)
- What will you learn? Session overview and objectives
- Activity: Your experience of handovers
- What it looks like when it’s done well
2. Three strategies (90 mins)
- Instil confidence:
- Explain, signpost, reassure
- Activity: Instil confidence using your every day customer interaction examples
- Tell the story:
- Setting your colleague up for success
- Activity: Tell the story – introducing your customer to your colleague
- Own it:
- Focusing on what’s in your control when you hand over a customer
- Activity: Own it – seamlessly handing customers over and receiving a customer through a handover
BREAK (15 mins)
3. Practise (F2F only – 60 minutes)
- Activity: Practise resolving complaints – apply what you’ve learned to real situations that you face every day
4. Action plan and close (15 mins)
- Reflect and prepare actions
- Activity: surprise!
- Close
