Here are five tips for your organization to help strengthen its internal customer service orientation:
1. Employees should never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you.
2. Employees should never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other.
3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsites, or creative gatherings, as well as day-to-day niceties.
4. Utilize post mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews what went right...or wrong. By doing do after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples' minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.
5. Consider letting your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you.
By following these steps and improving internal customer service, you will enhanced the customer service your external customers receive, which is something every customer and employee can appreciate!
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Everything you've mentioned in this post is absolutely true. There's nothing worse than walking into a business, say a restaurant, and hearing employees complain about their job. Whether they're complaining to each other or complaining to you, the customer, they often ruin your good mood that you went in with. The last thing that people want when they go out are reasons not to return. Great blog!
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