We all have customers. There are two types of customers. The internal customers are the people we work with who ensure that the service value chain works smoothly. When we take care of our internal customers, they take care of the external customers the people we are employed to serve. In order to enhance the customer experience, we must ensure that there is no value leakage through our interactions, systems and processes designed to serve the customers both internally and externally. As a leader, how are you treating the people you work with? Have you created an enabling environment for your internal customers to thrive and bring their A-game to the work environment? Years ago, I provided training on customer service to leaders, managers, front line and back office staff in various companies and organizations. In the organizations where they fully understood the significance and correlation between internal customer experience and external customer service excellence, the results speak for themselves. This is not rocket science. Take care of your internal customers, your employees and they will take care of your external customers. Spending millions of dollars on branding your company or organization, advertising, business development initiatives are all good provided you start with improving internal relationships, systems and processes, interpersonal intelligence, service standards, inspiring leadership, and creating an environment for service excellence. When leaders walk the talk regarding service excellence, it is a win/win for both the company and the external customers. In this podcast I share nuggets in enhancing the customer experience. Have a fantastic week.
