Feature Article - July 2008
This month’s feature article will focus on the internal customer. Every job function within an organisation requires rendering some form of customer service. For some of us, we may only be dealing with other departments or units within our organisations. These group of people are those we refer to as our internal customers and also deserve our best in terms of service.
Some organisations fail to focus on the primary path to exceptional customer service which is internal customer service. When we build a good internal service culture as individuals within an organisation then we set the tone for success.
As external customers,often times when we encounter problems with the product or service on offer, the most common excuse is oh, its so and so department that has failed to finish what you asked for or is taking their time to deal with the issue. This is often referred to as passing the buck. However, we believe that passing the buck is often times a manifestation of poor internal customer service.
If all departments correctly apply all the do’s and don’t s of exceptional customer service then the front line staff will never have cause to pass the buck. Communicating internally is also a key part of good internal customer service. It puts us all on the right part and reminds us all that we all have one common goal within the organisation.