Customer handovers · Lesson
Why the handover matters
When you pass a customer case to a colleague, the goal is simple: the next person should be able to pick up the work immediately, without ever going back to the customer to ask something they've already explained. This lesson covers what a good handover contains, when to do one, and how to carry it out properly.
What a handover must include
A complete handover gives the receiving colleague everything they need to act, not just a general idea of the case. Make sure it covers:
- The customer's name and their preferred contact method
- What the customer asked for, described in their own words
- What has been done so far, and when each step happened
- What is still outstanding, including any deadline or promise made to the customer
- Where related documents are saved
Leaving out any of these pieces forces the next person to guess, dig through records, or — worst of all — contact the customer to re-ask something they've already told you.
When to hand over
You should hand over a case in three situations: before you go on planned leave, when the case moves to another team, or whenever you won't be able to act on it within two working days. The common thread is timing — if there's a real chance the case will sit untouched or land with someone else, it needs a handover now, not a quick note later.
How to hand over
Write the handover directly in the case record rather than in an email or chat message. This matters because the case record is where the information stays attached to the case permanently — an email or chat message can get buried, deleted, or missed entirely by anyone who looks at the case later.
Once it's written, tell the receiving colleague that the handover is ready. They should then confirm they've actually read it and ask any questions they have before you leave. This exchange is what turns a handover from a one-way note into a real transfer of responsibility — if you leave before they've confirmed and asked questions, gaps can slip through.
Why it matters
When details are missing, the result is predictable: repeated questions back to the customer, delays while the new colleague tries to piece things together, and corrections when something gets misunderstood. A complete handover avoids all of that. It gives the next person a clear starting point, and it shows the customer that your team keeps track of what they've already said — which is part of what makes the experience feel reliable rather than frustrating.
Try this: Think of a case you currently own that you haven't documented fully. Write a short handover for it right now, covering the customer's name and contact method, what they asked for, what's been done, what's outstanding with any deadline, and where the documents are saved.
Key takeaways
- A handover must cover the customer's details, their request, work done so far, what's outstanding with deadlines, and document locations.
- Hand over before leave, before a case moves teams, or whenever you can't act within two working days.
- Always write the handover in the case record, and have the receiving colleague confirm they've read it and ask questions before you go.
- A thorough handover prevents repeated questions, delays, and corrections, and shows the customer their history is being tracked.
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