I have a pretty good idea of where you're dropping the ball in your customer service delivery.
Although you and I, as far as I know, have never met, from what I’ve seen in the world of business, I can tell you that the odds are good that you’re dropping the customer service ball when you make 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 they’re often best accomplished by the person who first took the request.
Going to Lexus levels to eliminate handoffs
When the Lexus brand was being created by Toyota, the company zeroed in on a dealer strategy of reducing service defects through the minimization of ‘‘handoffs’’ between service providers.
Think of what an automotive customer typically experiences: You bring your car for service to a service department. There is a person at the door who greets you and takes you to the service advisor. The service advisor writes up what’s wrong and calls the mechanic. The mechanic takes the car away. At the end, when it’s time to pay the bill, the service advisor reappears, gives you the bill, and you have to go and deal with a disconnected, bored cashier, who is probably not focusing on you, not living up to service standards that match the car this same dealer sold you, and not capable of explaining what the strangely coded charges were for, because she wasn’t even aware of your existence until this very moment.
Imagine instead that a single superbly trained service advisor, Sharon, takes care of you from the moment you enter the premises until the moment you leave the premises. Sharon greets you. Sharon writes up your service ticket. Sharon summarizes your complaint to the mechanic. Sharon alerts you when the car is ready. Sharon presents you with the bill, and Sharon accepts your payment.
Lexus settled on this as their ideal approach, to be used to a greater or lesser extent depending on the size and other realities of a specific dealership.
You may want to consider it yourself.