|Internal & External Customers|
An internal customer can be anyone within an organization. It could be another department, another branch or even a co-worker. Many departments deal with customers within an organization. For e.g. the testing department of an IT company tests the software created by developers of the same company.
The developers are the customers to the testing team within the company.
Just as external customers are important to an organization for its success, the internal customers must also be kept happy for the well-being of the organization. High customer satisfaction is as important for internal customers as it is for external customers. The difference is that internal customers don’t have choice. If the work of a particular department isn’t acceptable by another department, they can’t simply fire the department and look for another to finish the task. For a successful internal customer service, all departments must be able to work together productively and co-exist peacefully, to meet common goals, which will lead to better quality products and service for external customers.
An external customer is one who isn’t a part of an organization, rather is one who receives service or product from the organization. They are the ones who pay for a service or product and can make or break an organization. They have a choice. If a particular product or service does not please them, they can easily find another company that offers a better product or services.
Key to External Customer Satisfaction
An effective External customer service depends wholly upon excellent internal customer service. The customer must be the number one priority for a business. Though this essentially means the external customer, if internal customer service is ignored, it can directly affect external customers. This is what most companies don’t realize. Many companies spend a lot of money on external customer service hoping to attract new customers and retain old ones. However, all this is to no avail if internal customers are not satisfied.
Good internal customer service starts with happy employees. Are they satisfied with their jobs? Do they understand the organization’s vision? It is important to consider your employees as your customers. They must feel that they are as important to the organization as external customers are. Share your vision with the employees to motivate them
The better you treat your internal customers, the better external customer service you will get. Satisfying your internal customers can be the best way to generate a productive output from them. It can help an organization cut costs, improve communication between different functions, raise employee morale and thus deliver exceptional external customer service.
Though you may at first think of this as time consuming and an overhead, the results are going to surprise you. By improving your internal customer service, you have so easily improved your external customer experience.
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