Providing excellent customer service requires more than having team members who can fake smiles or deliver scripted messages. It requires a team that possesses high emotional intelligence (EQ), love providing customer service and who are on board with the mission and goals of your company.
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Internal Customer
Your internal customers are your employees. The employee’s who provide and receive services from other divisions of the company, such as facility management and IT (Technology) units, which looks after the employees working conditions and technology needs so that employees can work efficiently.
Your internal customers – employees – also provide a similar service to your external customer; the people who utilize your company’s business services or products to meet needs in their personal or professional life.
The Need for Support
Having worked in varying levels of corporate and public structures, I have seen first-hand how much the internal customer hungers for appreciation for their hard work. If your internal customers are not happy this will be reflected in the type of service that the external customer –the public- receives. Therefore, it is important that companies acknowledge the needs and expectations of their internal customers – employees so that their value is vindicated and translated into true actionable support for their personal and professional growth.
There is extensive and intensive focus on the external customer, and rightly so, however your internal customers must be equally attended to as these are the people who you depend on to drive your business success.
The Motto – Customer Service
“We are ladies and gentlemen serving ladies and gentlemen” is the motto of The Ritz-Carlton, and is a great one that I really feel other businesses should adopt. When the internal customer is viewed as more than just a means to an end, the concept raises the bar for the support activities related to them. As the Jamaicans would say, “a little sugar sweetens labor.” This refers to the idea that rather than just paying what is expected, you should contribute a little more as the benefit will be two-fold; a stronger brand with increased productivity and a wider base of loyal external customers, and highly motivated employees.
The R’s
Things your company can do to raise their internal customer service standards:
Reward – Reward good ideas. Managers don’t always have the answers so reward your employees for good ideas. Create a value system that allows your employees to communicate their ideas on improving processes and resolving problems. Give a reward when an idea is implanted. This inclusiveness will promote better team spirit and employees will truly feel that are a valuable member of the team.
Respect – Refrain from colloquialism. This type of language is usually reserved for friends, family and certain groups of people from a particular region or country, and may be considered disrespectful or discriminatory by employees. Instead cultivate an environment of “We are ladies and gentlemen serving ladies and gentlemen” to create a level of dignity and caring among all levels of employees.
Reason – Be transparent in your communication. Give good reason for an action or change.
Retain – Develop a skills bank for succession planning. Cross -train and promote. It is important to give all employees the opportunity to advance.
T’s Tip: Life Matters…You Matter!
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All excellent ideas. I manage a team, and it can be hard to direct them. I’ll send them your post for them to read. Thank you!
Customer service is important, that’s for sure. If I buy from a company with awful customer service then I avoid it. I hope all companies start to be like this!
Customer service is more difficult than people think. From providing good customer service to the consequences of bad service it all have big impact in the business
CS is very crucial as in between of communications. The Rs you listed is a good guideline for those considering this career…
Customer Service is getting worse every year for one simple reason. People have stopped actively thinking and caring. It appears that most companies are recruiting their employees to get rid off customers.
Customer service is not for the weak! It takes a special kind of patience to deal with people! Remembering these valuable people during the holidays is a must!
Good customer service should always be the top priority for any business.
I have worked in customer service for years and a company that appreciates their people are so much better to work for than those who don’t.
It’s interesting to think about emotional intelligence as a trait that is categorized on its own but it absolutely is and is absolutely necessary in those wishing to excel in positions that have any level of customer service, I think.
You are perfectly write. We need to show our gratitude to those that work for us and do such an important job.
I agree 100%! Similar to the old phrase “happy wife, happy life” – if you want happy customers, you need happy employees. Take care of them, treat them well, and make them feel valuable, and they will do the same for your customers.
Creating that level of dignity is important. There are some places we shouldn’t be too casual.
It is good to build a strong company from the inside out, from happy employees to satisfied customers.
Great tips on customer service. Those gifts are hugely nice.