The basic idea is you don't just tell someone "That's not my area of expertise, Go see the other department that handles that" That would be a "cold handoff". In a "warm hand-off" you would call the "other department" identify someone who can help and then introduce them to your customer/employee/user so they don't feel like they are being bounced around. A VERY COMMON occurrence of this happens in Phone Trees. You press 1 for Customer Service, but the Customer Service guy tells you he can't help you have to call the Sales team. Instead of calling the sales team for you, he dumps you back at the MAIN MENU and you have to go hunting for the proper path to the Sales Line.
A “Warm Hand-Off” approach to information and referral simply means “good customer service”; i.e., going that extra mile, when necessary, to ensure that clients get connected to a service provider who can provide what they want and need -
See more at: [hpechildrenandyouth.ca/2013/08/what-does-no-wrong-door-and-warm-hand-off-really-mean/#sthash.hNZi8OxH.dpuf]
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