Top Tips for Improving Internal Customer Service
Do you want to have happy customers? Put your employees first! The more engaged your employees at work, the better they are in performing and providing outstanding external customer service. Rather than being in command, try providing utmost support to your workforce. This doesn’t just apply to middle to top level management but to all who are involved in your organization
Here are ways to enhance your internal customer service:
Top management is responsible for creating clear expectations and guidelines about what internal customers should expect and how they must behave. Most companies use customer service standards to achieve a quality customer communication. Guidelines and standards can include metrics such as response time, turnaround time and single question rate among others.
Launch Communication Training
Transparent communication is a key towards achieving harmony and efficiency at work. Regardless of which departments employees are from, they must learn how to properly convey a message. Weak communication is detrimental to your company. It can make your employees feeling disengaged. It is your duty as a manager to ensure a clear flow of communication within your organization. Set yourself as an example and encourage your team to speak up and share ideas and initiatives. Don’t wait for annual appraisal to ask an update on their performance. You can also maximize communication channels to encourage feedback. Hold monthly town halls for announcements and milestones.
Get to Know Your Internal Customers
Go out of your way to know your teammates more. This way, you will have insights on what ticks them or what motivates them. You will also get ideas on the best way to approach each of them. More so, ensure that you keep them in the loop on project progress. No one wants to be blindsided by last-minute requests or delays. Update them from time to time and ask their feedbacks when necessary.
Appreciate and Celebrate Milestones
Acknowledge and appreciate efforts of departments and individuals who contribute a great and positive impact on the company’s growth. Many employees are working too far from the bottom line that they failed to see their impact to their customers unlike those who work as front liners. Showcase the work and achievements of different teams and how they have contributed to the success of certain projects
Anticipate Needs and Solve Them
The more you know your customers, the better you are at understanding their unique needs. Regular meetings and updates enable you to acknowledge their needs and find the most suitable solutions. Don’t procrastinate or panic in the midst of any problem. Develop a plan and deal situations in a professional manner.
Making these switches within your organization can significantly improve the quality of your external customer service. Happy internal customers can improve your company’s productivity, performance, and efficiency by 12%. Make most of this statistics by doing these little changes in your company!