An organization serves two types of customers: External, who patronize its products and services; and internal, who are the employees requiring the services of colleagues or superiors within the workplace. Some companies do not define the level of internal customer service expected from staff. Hence, internal customer service is not given the importance it deserves.
Sheila Viesca, TalkShop CEO explains, “The quality of internal customer service that exists in an organization directly affects the quality of service delivered to its clients. Both are closely linked. The quality of one is directly proportionate to the other’s.”
For excellent customer service, Viesca recommends the following guidelines:
For the Internal Customer:
1. Plan ahead for all your requirements. Avoid coordinating at the last minute that puts the provider’s schedule awry.
2. Fill out a job order form and provide complete information including timeline.
3. Remember the internal provider has other clients. Have realistic expectations.
4. Respect the service provider’s priorities, work flow, and processes.
5. Be tactful.
For the Service Provider:
1. Explain to customers your lead time requirement, load, work flow, and processes.
2. Require/file all job order requests.
3. Acknowledge emails.
4. Be approachable and dependable.
TalkShop, the leading ISO-certified training facility helps build collaboration and cooperation for teams to work as a cohesive whole.
image source: openaccessbpo.blogspot.com