Monday, May 24, 2010

Turning Customer Service Inside Out!!!

While companies focus thousands of rupees on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction.
When we think of customer service, we think of staff serving customers over a counter or over the phone. But customer service occurs within your organization as well. How well is your staff serving its internal customers: other departments, its employees, management, vendors and consultants? Good internal customer service starts with good morale within your group. It refers to your level of responsiveness, quality, communication, teamwork and morale.

How well are you providing other departments with service, products or information to help them do their jobs and to help your organization succeed? And what goes around usually comes around. Myopic thinking should be avoided and working together will achieve win-wins for the greater good of the customers.

Happy employees are productive, and customers can experience the difference. Sooner or later the ripple effect of internal customer service reaches your customers. To really walk your service talk, you should make sure that your commitment to internal customer service matches your company's external focus on customer care. Corporate values that emphasize treating employees well translate to good customer care too. Companies that care about their people can better ask their people to care about their customers.

By improving internal customer service you would just enhance the customer service your external customers receive. You're walking your talk regarding customer service.

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