Internal Customer Service: Guidelines for Suppliers and Contractors
Change management and organization development experts talk about 'creating alignment' - aligning organizational strategy with daily business needs. And a big part of this is creating alignment between customer needs and employee actions as customer service providers. But we also have to take note of internal customers - those customer service platform people within the organization that service us - as internal customers and who we service as internal customers. "There is a remarkably close and consistent link between how internal customers are treated and how external customers perceive the quality of your organization's services. It is almost impossible to provide good external service if your organization is not providing good internal service."...