Maintain customer service through handover procedures
Overview
This standard is part of the customer service competence area related to Customer Service Delivery. It includes maintaining customer service through handover procedures. It covers planning, organising and controlling customer service operations. It includes customer service behaviours and processes that have most impact on the customer experience during Customer Service Delivery. Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.
Customer service delivery in your team involves situations when you are unable to see actions through and you pass on responsibility to a colleague. You organise and follow a recognised pattern to share these responsibilities. You need to be sure that, when responsibility is passed on, the actions are seen through. You routinely check with your colleagues that customer service actions have been completed.
This standard is for customer service professionals who maintain customer service delivery through handover procedures and pass on responsibility for completion of a customer service actions to colleagues.
Performance criteria
You must be able to:
- identify the services or products you deliver that rely on teamwork
- identify steps in the customer service delivery process that require the exchange of information between colleagues
- agree with colleagues when to pass responsibility for completing customer service actions to each other
- confirm how information should be exchanged between colleagues to enable completion of customer service actions
- check that the required information is given to colleagues when handing over responsibility to them
- maintain awareness of all details of customer service actions your colleagues are due to complete
- ask your colleagues about their completion of the customer service actions agreed
- identify follow up customer service actions if your colleagues have been unable to complete the work you handed over
- review with your colleagues the way that customer service actions are shared
- plan and agree improvements to how customer service actions are shared between colleagues
- follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out
Knowledge and Understanding
You need to know and understand:
- your organisation's customer service procedures and systems used for the services or products you are involved in delivering
- the handover procedures for exchanging information with colleagues to deliver customer service
- the colleagues that you can pass responsibility for completing customer service actions to and their roles
- the methods used to ensure that all the required information is handed over between you and your colleagues
- the organisational procedures and communication media and platforms that you can use to handover information to colleagues
- the importance of checking that colleagues have understood the actions that they need to carry out to complete service
- the importance of checking with a colleague whether they have completed the customer service actions you were expecting
- the situations when you may be required to take follow up actions when you colleagues have been unable to complete the handover actions
- how to review the way customer service actions are shared in customer service processes with colleagues
- the methods used to identify and agree potential improvements to handover procedures
- the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out