Internal customers and team work
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Transcript of Internal customers and team work
![Page 1: Internal customers and team work](https://reader035.fdocuments.net/reader035/viewer/2022070323/559664921a28abf3338b472a/html5/thumbnails/1.jpg)
Internal Customers and Team
Work
Internal Customers and
Team Work
Kanthi Basnayake
Management Consultant
APMI
![Page 2: Internal customers and team work](https://reader035.fdocuments.net/reader035/viewer/2022070323/559664921a28abf3338b472a/html5/thumbnails/2.jpg)
Kanthi Basnayake
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The Internal Service Rule
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The level of external customer service will
never exceed the level of internal customer
service
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Internal Customers are the people
who work for your organization and;
They depend on you and the work you
do in order to complete their own
tasks
Employees, team members
colleagues ect…
Who are Internal customers?
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“What is a Team”?
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Through all obstacles
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Teams and
Organizational Effectiveness
Team
– A group whose members work
intensely with each other to achieve a
specific, common goal or objective.
– All teams are groups but not all
groups are teams.
• Teams often are difficult to form.
• It takes time for members to learn how to
work together.
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Internal Customers and Teams?
To create positive internal customer
service, all departments work together
cooperatively, meet common goals,
agree on processes and procedures,
and negotiate expectations.
![Page 10: Internal customers and team work](https://reader035.fdocuments.net/reader035/viewer/2022070323/559664921a28abf3338b472a/html5/thumbnails/10.jpg)
WHY? ?
Developing effective internal customer service helps organizations:
Cut costs,
Increase productivity,
Improve interdepartmental communication and cooperation,
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Boost employee morale,
Align goals,
Harmonize processes and procedures,
Above all deliver better service to the external customer
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Clarify Individuals Roles in Customer
Interaction
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Establish Internal Customer’s Trust and Rapport
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Listening Skills…
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Give your customers „A damn
good listening to‟
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Handle Emotions on the Job
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EMPOWERMENT
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EMPATHY
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Responsibility and
Responsiveness
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Track and Handle Complaints
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Facilitate Process
Improvements
for Repeat Problems
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WINNER?