Illustrative resource
See how a request can become easier to hand over.
This small example uses fictional requests. It sends no enquiry, books no work and saves no customer information.
Choose a request
Select a situation, then move through the handoff. Your real process will have its own people, rules and wording.
Step 1 · Customer request
The request arrives with a reference.
The customer has a useful next step. Staff can find the request without searching a personal message thread.
What to notice
A request is not automatically a confirmed job. When staff needs to check coverage or ask a question, the customer should see that honestly. The next person on shift should also see who is responsible and what is outstanding.
Try the three situations, then write down the exception your team handles most often. That is a useful starting point for a better enquiry journey or customer portal.
What needs to work better?