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customer
handing off a

As your training continues, you will no doubt run across customer questions that you are unable to handle,
so in those situations it’s important to hand off the customer to someone who’ll be able to meet their needs.

The following steps will help you make a smooth hand-off while in the store:

Step 1: Find out what the customer needs. Make sure that you have enough information to get the
customer to the right coworker.
Step 2: Tell the customer the name of the coworker who can help.
Step 3: Make sure this coworker is available and can help the customer. If the coworker isn’t available, find
out when they’ll be available and ask the customer if they want to wait. If they don’t want to wait,
make arrangements for the coworker to call the customer later.
Step 4: Introduce the customer to the coworker who can help.

These same steps will apply when you are dealing with a challenging customer.

Handing Off a Customer Over the Phone:

When handing off a customer over the phone, you will follow the same principles discussed in the Greeting a
Customer on the Phone section.

Remember:
• Speak clearly and directly into the receiver.
• Don’t hold the receiver under your chin.
• Slow down when speaking into the receiver.
• Since phone connections are sometimes not the best
the volume of your voice should be slightly louder
than your normal face-to-face speaking volume.
• Always give the caller your undivided attention.
• Get the customer’s name early in the conversation
and use it often.
• Makes notes when you are talking, starting with the
customer’s name.
• If, for any reason, you must place the caller on hold,
tell them what you are going to do and ask for their
permission to place them on hold.

Customers value their time just as much as you do. As
a general rule, they don’t mind being handed off to another
coworker one time. For most customers, the frustration level
goes up significantly when they are handed off more than once.
Not getting to the person who can help solve the problem leaves
customers with the impression that no one in the store, or
company, knows what they're doing. It also makes the situation
difficult for the coworker who can actually help them.

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