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LESSON 59 / 60 · WORKPLACE PROJECT

Project: hand off a customer issue

A customer support handoff needs accurate customer details, the right case owner and priority, and a concrete next action.

15 min
  1. 1Understand
  2. 2Guided practice
  3. 3On your own
THE IDEA

Project: hand off a customer issue

A customer support handoff needs accurate customer details, the right case owner and priority, and a concrete next action. A sales record alone does not describe the support work.

Keep the unresolved issue visible as Working. The follow-up task states what the owner should do next rather than pretending the customer has confirmed a fix.

Builds on Project: build a complete customer relationship

A WORKED EXAMPLE

A simple example

A service lead can correct a customer’s contact information while assigning an outage investigation and a dated update task.

A common mistakeDo not mark an unresolved case Closed merely to make the dashboard look cleaner.

Words you’ll use in this lesson
Case
A customer question or problem tracked through resolution.
Contact
A person associated with an account.
Owner
The teammate accountable for a record.
Task
A specific action with an owner and due date.