I just read Craig Harrison’s article about focusing on internal customer service. What is internal customer service? It’s the service that you offer your fellow coworker. Do you treat your employees like you do your external customers? Is there good harmony within the organization? If there isn’t, it could definitely have an effect on how you care for your external customers.
Craig offers five tips to strengthen internal customer service within a company and I wanted to pass it along...
1. Employees should never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you.
2. Employees should never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other?
3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or off-sites, or creative gatherings, as well as day-to-day niceties.
4. Utilize post mortems after joint projects so everyone can learn from the experience. You can mend fences and gain new understandings when everyone reviews what went right...or wrong. By doing so after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples' minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.
5. Let your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you.
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