Yesterday’s Advisor made the case for customer service training by describing how one company experienced great growth by focusing on customer service. Today we take a look at training employees to give their coworkers great service.
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If you and your employees don’t work directly with company customers, it may seem that customer service training doesn’t apply to you. But it does.
Customer service is an issue that involves everyone in the organization. That’s because all employees have customers. If they don’t have external customers, they do have internal customers, otherwise known as their coworkers.
Here are several ways that your internal customers need the same good services as external customers.
- Internal customers have certain basic needs that you must meet in order for them to do their jobs.
- They require timely service. You need to respond promptly to requests from internal customers.
- They need clear and accurate information from you about what is needed from them.
- They need support for their efforts so that they can perform their jobs and discharge their responsibilities well.
In addition, providing excellent service to internal customers goes beyond the basic needs to include three key additional aspects of customer service. Internal customers should be:
- Treated courteously at all times and under all conditions, no matter who they are or where they are on the organizational chart.
- Treated with respect, respect for their needs and for their time.
- Cooperated with completely. You need to do everything you can to ensure that internal customers get exactly what they need, when they need it. After all, employees should remember that the overall goals are the same: to ensure the success and prosperity of the organization, which in turn, ensures their own success and prosperity.