“Without a handoff process, someone will drop the baton”

In a way, customer care is like a relay race with multiple team members from sales and execution each interacting with a client along the way. After the sale, the real work begins. Unfortunately, many organizations do not have a specific process for a smooth handoff between the sales and execution teams.

Amy Woodall, of Sandler Trustpoint, explains that without a well-defined onboarding process there are more chances to disappoint a customer as expectations are not clearly communicated.  And more chances for blame and finger pointing when things go wrong.  Learn how to avoid these issues with a good customer care program.