10 Steps to Perfect Internal Customer Serviceby QArea Team on March 4, 2014
Customer service is a critical factor of a successful business strategy. Thus, if you provide excellent customer service to your users, they are likely to continue business with you even if some problematic issues have occurred.
However, customer service should be well-maintained not only towards external customers, but also towards your internal co-workers. Besides, great internal customer support is a key to outstanding external service which further leads to high customer retention and loyalty.
People in your company who depend on you in meeting goals and deadlines are your internal customers, so interdepartmental cooperation and communication are the basics of great in-house customer service.
To learn better about the ways to provide outstanding customer service within your company, consider 10 following tips.
- Keep them informed of project progress.
Hardly anybody likes to be unaware of delays and last minute requests about additional information. So don’t consider it excessive to inform them on the status when you’ve finished the request’s portion or when you are planning to finish the project.
- Know your teammates closer.
It’s advised to get to know each other in the team better to ensure productive cooperation, especially when some of its members work remotely. So it’s a great idea to go for lunch with your colleagues from other departments or make a habit of quick calls to check in with their departments.
- Make them feel valued.
Meet your colleagues with a smile, call them by the name, make eye contact, stop working when somebody approaches your desk and be attentive towards their words, because politeness and respect are the beginning of effective cooperation.
- Define and anticipate needs.
Communicate regularly to be aware of upcoming needs or problems of your so called internal customers. The more you learn about them, the more able you get at anticipating your customers’ needs.
- Provide clear expectations.
You, as an internal service provider, should give your internal customers clear guidelines as for what they can reasonably expect. Poor planning on their part typically accounts for last minute requests. However, when someone comes up with a request even if you’re dealing with something time sensitive, you should talk to them and identify the importance of their task in relation to yours. In case they have some unrealistic expectations, you should explain your priorities, processes, workflow and timelines to reinforce your goal and provide them with top-notch service.
- Develop positive attitude.
Everything you do is affected by your attitude. Besides demonstrating your approach to job co-workers, it your attitude determines also how colleagues respond to you. To develop positive attitude, avoid complaining and do whatever you can to get job well and timely.
- Maintain your schedule.
It’s a must to keep your calendar regularly updated with your current week’s schedule.
- Get the whole picture.
Developing an overall understanding of how your organization works is essential for effective cooperation. Try to define your contribution in its operation, your function for other departments and so on.
- Solve problems.
Good customer service professionals should be quick on the feet. So don’t procrastinate and develop a plan for attack to work out the situation as efficiently and quickly as possible.
- Close the loop.
Every time you get an email which requires additional work and research you should let that person know you received it will handle it. Avoid letting it wait in inbox messages for days till you get around and work on it.
Follow the steps given above to optimize your in-house business cooperation and provide better internal service. Our it outsourcing company follows these useful tips.
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