Brilliant baton handling

Create wonderful and memorable customer journeys.


  • A 100-minute learning journey
  • Live and interactive
  • Available on multiple platforms
  • Ideal for 4-12 participants
  • PDF playbook included
  • Evidence-based training for stellar learning outcomes

Drop the baton, and you will lose the race!

One of the top issues customers face when they contact customer service is that their story doesn’t get passed between agents.

This leads to passing your customers from pillar to post and not handing them. This, in turn, makes the interaction feel forced.

This workshop will enable you to be brilliant at baton handling.

This workshop helps you:

  • Stay switched on even if you know you are not able to resolve the customer's query yourself
  • Learn about the importance of knowing your onions and being skilled at transferring customers to the correct department
  • Pass detailed information to other agents confidently and succinctly
  • Apply the 6 steps to completing a warm transfer

Download Our Workshop List Now

“The tone and level it was pitched is very good and the additional information was very useful around strengths and weakness and autonomy.”
Jonathan Ogilvie - Senior Engineer within the Water Group of BuroHappold

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