Handing off to your team

When the assistant steps back, and what the customer is told.

Some things are for people. The assistant knows which.

When it hands off

• Anything with money going out: refunds, cancellations, fee waivers.
• Anything outside your policy that needs a judgement call.
• A customer who asks for a person.
• A question it cannot answer from your sources, when the customer wants it answered.

What happens

The assistant takes the request with the details already gathered and files it for your team. It tells the customer the team will follow up, and how, if your setup says how. It does not promise a time you have not set.

After the handoff

The conversation is in your inbox with the handoff marked. Reply from there. The assistant keeps answering the easy things while you handle the rest.