Dear All,
A few postings ago, someone needed a .ppt on internal customer service. Well, here is one just for all of you.
I am also writing a few tips on internal customer service just for you.
Hope you like.
Tips on Internal Customer Service
1. Begin with your perspective: Regard fellow employees and other departments as your customers. Understand that helping your colleagues do their jobs more successfully helps your organization and you. Therefore, they are your customers. Treat them like VIPs.
2. View interruptions not as nuisances but as opportunities to serve your internal customers. If you tend to view every interruption as a pothole in your road to success, reexamine those interruptions. If someone interrupts you to share gossip, that's a pothole. If someone interrupts you to ask for sales figures she needs to analyze sales team performance, that's a necessary lane change that will get your company closer to its destination. Learn to identify every real need from a colleague as a "necessary lane change," and think of every "necessary lane change" as an opportunity to move your organization closer to its goals. Take pride in helping your colleagues; enjoy your role in sharing information and providing services that help others get their jobs done. In most cases, your willingness to help others get their jobs done will lead them to readily assist you when you need it.
3. Exceed your internal customers' expectations. When someone exceeds your expectations, how do you feel? Most people feel delighted, excited, upbeat, and very, very positive about that person and his or her organization. Think about what you can accomplish in your organization by exceeding the expectations of fellow employees. If payroll asks for time sheets by 3 p.m., provide them by 1 p.m. so payroll can relax, knowing they have the time sheets in hand. If human resources asks for a list of important points to cover in an employee orientation, take time to think about it and provide a thorough list of what you would want to know if you were being introduced to a new job and company.
4. Say thank you. A simple, genuine "thank you" goes much farther to create an atmosphere of sharing and helping than two such small words would suggest. Even when it is a person's job to provide information or a product to you, tell them "thank you" when they have done it. Express your appreciation for their timeliness in providing it. Explain how it has made your job much easier. Show them your delight when they exceed your expectations.
Thanks,
From India, Pune
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17A few postings ago, someone needed a .ppt on internal customer service. Well, here is one just for all of you.
I am also writing a few tips on internal customer service just for you.
Hope you like.
Tips on Internal Customer Service
1. Begin with your perspective: Regard fellow employees and other departments as your customers. Understand that helping your colleagues do their jobs more successfully helps your organization and you. Therefore, they are your customers. Treat them like VIPs.
2. View interruptions not as nuisances but as opportunities to serve your internal customers. If you tend to view every interruption as a pothole in your road to success, reexamine those interruptions. If someone interrupts you to share gossip, that's a pothole. If someone interrupts you to ask for sales figures she needs to analyze sales team performance, that's a necessary lane change that will get your company closer to its destination. Learn to identify every real need from a colleague as a "necessary lane change," and think of every "necessary lane change" as an opportunity to move your organization closer to its goals. Take pride in helping your colleagues; enjoy your role in sharing information and providing services that help others get their jobs done. In most cases, your willingness to help others get their jobs done will lead them to readily assist you when you need it.
3. Exceed your internal customers' expectations. When someone exceeds your expectations, how do you feel? Most people feel delighted, excited, upbeat, and very, very positive about that person and his or her organization. Think about what you can accomplish in your organization by exceeding the expectations of fellow employees. If payroll asks for time sheets by 3 p.m., provide them by 1 p.m. so payroll can relax, knowing they have the time sheets in hand. If human resources asks for a list of important points to cover in an employee orientation, take time to think about it and provide a thorough list of what you would want to know if you were being introduced to a new job and company.
4. Say thank you. A simple, genuine "thank you" goes much farther to create an atmosphere of sharing and helping than two such small words would suggest. Even when it is a person's job to provide information or a product to you, tell them "thank you" when they have done it. Express your appreciation for their timeliness in providing it. Explain how it has made your job much easier. Show them your delight when they exceed your expectations.
Thanks,
From India, Pune
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Could someone explain a couple of things on a couple of the slides for me?
Slide 2: I just need some clarity on what is actually meant by Related; Authentic and Self Aware. I believe Authentic is in reference to being genuinely helpful, not phoney, and self-aware means being confident in your abilities. I'm stumped as to what "Related" could be referring to.
Slide 5: What is meant by bullet point #3 - Staff usually don't pass along problems seated around complaints.
Thanks in advance for anyone's help.
From United States, Seattle
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Slide 2: I just need some clarity on what is actually meant by Related; Authentic and Self Aware. I believe Authentic is in reference to being genuinely helpful, not phoney, and self-aware means being confident in your abilities. I'm stumped as to what "Related" could be referring to.
Slide 5: What is meant by bullet point #3 - Staff usually don't pass along problems seated around complaints.
Thanks in advance for anyone's help.
From United States, Seattle
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Dear Raghav,
It's a good attempt. I just wanted to tell you that you can add some teamwork and transactional analysis to close the loop. ICRM is all about relationships and how you speak/treat your internal customer, which ultimately impacts external customer satisfaction.
Regards,
Sonali
From India, Mumbai
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It's a good attempt. I just wanted to tell you that you can add some teamwork and transactional analysis to close the loop. ICRM is all about relationships and how you speak/treat your internal customer, which ultimately impacts external customer satisfaction.
Regards,
Sonali
From India, Mumbai
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