There is no doubt that a strong service strategy is important to the success of any business. Most organizations believe that employees deliver excellent customer service. But a good service strategy begins with good service to internal customers—your fellow workers in other departments.
To begin planning—and training—for excellent service, it is important to understand what your internal customers expect from you.
Internal customers expect quality in every aspect of business. Each department in a business must deliver quality performance. Whether your role in the operation is accounting or shipping or production or sales—other departments depend on you to do your best.
Internal customers expect solutions to problems. Be prepared to work with other departments to build a cooperative team and to eliminate bottlenecks and snags.
Internal customers expect reliability and dependability. A relationship based on confidence and trust must be established. Make sure that you meet your deadlines and return phone calls or answer internal e-mails promptly.
Internal customers expect to be appreciated. Employees need to know that they have joined a winning team. Internal customers can never get too many smiles, “thank-yous,” and other expressions of appreciation.
Internal customers expect to be motivated. Enthusiasm for your company is contagious. If you aren’t excited by your programs, why should other employees be?
By serving both internal and external customers well, each employee can play a vital role in the company’s success.