Page 74 - Warwickers Customers Count vflip2

colleagues 74 are customers 2. An internal colleague team or internal service provider can be anyone in the organisation. An internal customer can be a co-worker, another department, or a distributor who depends upon us to provide products or services which in turn are used to create a deliverable for the external customer. In general, internal colleagues don't have a choice. For example, if the sales department doesn't like accounting's credit policies, they can't fire that department and hire another. This often creates resentment and builds barriers within organisations. Start with the mindset that says our internal provider teams need to be great to deal with and Start with the mindset that says our internal provider teams need to be great to deal with and want to serve, so our people want to work with them rather than being forced to work with want to serve, so our people want to work with them rather than being forced to work with them. Also mind your language: Front and back office can suggest two tiers. Think how Disney them. Also mind your language: Front and back office can suggest two tiers. Think how Disney do it: on and off stage but all still essential for a great performance. do it: on and off stage but all still essential for a great performance. Outstanding internal colleague service is simply good business. Internal colleague service can COLLEAGUES ARE CUSTOMERS flourish only in high communication environment. To create positive internal colleague service, all departments work together collaboratively, agree on processes and procedures, and negotiate expectations. Like gears meshing in sync, interdependent business units meet each others' needs, work productively together to meet common goals, and deliver high quality products, services and experiences to the external customer. The focus on developing effective internal colleague service helps organizations cut costs, increase productivity, improve interdepartmental communication and cooperation, boost employee morale, align goals, harmonise processes and procedures, replace interdepartmental competition with interdepartmental cooperation and deliver better experiences to the external customer. Excellent service to the external customer is dependent upon healthy internal colleague service practices. Map out the journey for different colleague teams to see what it shows you. Where are your key colleague touchpoints?