Customer Handover Between Departments Checklist
Covers sales-to-delivery, sales-to-service, service-to-parts, complaint-to-management, and CRM handover discipline.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is a structured handover process followed when a customer transitions from the sales team to the delivery team, with all relevant customer preferences, promises made, and vehicle details transferred in writing?;
2. Is the delivery team briefed on the customer's name, vehicle, key preferences, and any special arrangements before the customer arrives for collection?;
3. Is the customer introduced to the service team by the sales advisor at or before delivery, establishing a named service contact for their ongoing ownership experience?;
4. Is the customer's vehicle service history, upcoming service dates, and warranty status transferred to the service team's DMS record at point of sale, not left for the customer to explain at their first service visit?;
5. Is the parts requirement for each job confirmed with the parts department before the workshop allocates the job to a technician, to prevent bay downtime caused by unavailable parts?;
6. Are back-ordered or delayed parts communicated from parts to the service advisor promptly, allowing the customer to be informed before the promised delivery time has passed?;
7. When a vehicle is transferred from one technician to another mid-repair (shift change, skill escalation), is a formal handover note completed covering work done, work remaining, and any open diagnostic questions?;
8. Is there a documented sign-off at each stage of the repair — job allocated, work completed, quality checked — so no stage is assumed complete without explicit confirmation?;
9. Is the full complaint history (initial complaint, actions taken, customer communications, prior resolution attempts) transferred to the escalating manager before the manager contacts the customer?;
10. Is the customer informed that their complaint has been escalated and who will be contacting them, rather than receiving an unexpected call from someone they have not previously dealt with?;
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.