Handover vs. Handoff
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Watch as Ted Kirccharr discusses how to properly handover a customer and explain why this is drastically different from a "hand-off" approach.
Reflection Activity
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Reflection Activity
When are the key opportunities in your role or organization to establish a ‘handover’?
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00:03
so when we’re dealing with customers its
00:06
there’s an important distinction between
00:07
a handover and a handoff let’s talk
00:11
about the right way to do it which is
00:12
the handover with a handover what we’re
00:15
trying to do is reduce the anxiety of
00:16
the customer make sure the customer can
00:18
see that we’re really there to help meet
00:20
their needs that we’re if we need to
00:23
physically take them somewhere that
00:25
we’re actually escorting them to the
00:27
proper office or location that can deal
00:30
with their problem and along the way
00:32
we’re trying to manage up with the
00:34
person that we’re taking them to to
00:36
reassure the customer that this person
00:38
that’s going to be dealing with them
00:40
next is there to take care of their
00:42
issue to resolve their concerns and do
00:45
it in the most appropriate way that’s a
00:47
hand over a hand off is something that
00:50
we’ve probably experienced a number of
00:51
settings where someone simply points
00:53
down the way or forged our phone call to
00:56
someone else with no personal touch with
00:59
no assurance there’s even somebody there
01:01
to receive the the handoff and we don’t
01:05
want to do that with our customers we
01:06
want to make sure that they their needs
01:08
are being met and that we ensure that
01:09
their needs are met
01:20
min Sam oh hi no I actually I’m Ted hi
01:26
Ted nice to meet you man you too hey
01:28
Shiva
01:29
I dunno where Sam’s office is though so
01:31
I’ll be happy to walk you down there
01:33
Sam’s at Sam’s a great guy and we’ll
01:34
take care of you so we’ll just thank you
01:36
so much just down the hall
