Customer service Engagement Marketing

Organizational Culture: Internal Customers (Part 3)

As mentioned in my last post, overall job satisfaction is affected by an employee’s relationships with managers & co-workers. And the quality of these relationships trickles down to the bottom line – you can’t build strong external (customer) relationships without strong internal (customer) relationships.

That’s why internal marketing considers employees “internal customers.” When employees take care of each others’ business service needs, they tend to do even better for customers.  In other words, internal customer service drives external customer services.

Who’s your customer?

Too often, customer relations training is focused only on staff with direct customer contact. But it applies to everyone – Purchasing has its internal customers; so does Human Resources, Information Systems, Operations, etc.

Think of it this way: if you’re not serving the ultimate customer (those who purchase your firm’s offerings), you’re serving someone who is … for example, the sales staff, customer service rep, call center staff, delivery person, store manager, etc.

To what extent does your organization acknowledge and serve its “internal customers?”

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