Page 73 - Warwickers Customers Count vflip2

colleagues 73 are customers What many companies fail to focus on, however, is the primary path to exceptional customer service: internal colleague service. Internal colleague service is the service we provide fellow colleagues and other departments within our own organizations, as well as our suppliers and anyone else with whom we work to get our jobs done. It is what we do when a colleague asks for information he needs to complete his main task for the day; it is what we say when someone asks for the addresses of our contacts; it is how we greet the colleague when he walks into our office with an "I need something from you" expression on his face. COLLEAGUES ARE CUSTOMERS Working together: All these things can be seen as interruptions that take us away from our "real" jobs, yet they are vital to your company's success. If you see a gap between your "real" job and the needs of others in your organization, you need to rethink what your real job is. In helping others in your company, you help your company succeed. By working together the entire team can contribute to the experience. Sitting down with each department and talking about your products and services, and getting their feedback on ways to improve the level of service, and specifically, how they think you could really provide that wow experience by offering something unexpected, and something that adds a personal touch. Superior internal colleague service improves morale, productivity, employee retention, external customer service and, ultimately, profitability. We hear that great customer service experiences depends on excellent internal colleague service. If you work in organisation that respects you, treats you well and gives you great service you are more likely to deliver it to others. But what does that mean? Let's look at some definitions. 1. The external customer is someone buys, pays your employer, and ultimately makes your job possible. External customers have choice, and if they don't like your product or service can take their business elsewhere.