For a quick win, on the back of a workshop, I have been asked to put together a 1-2 page document for office and support staff about how they can improve the level of service that they provide for their (internal) customers.
Does anyone have anything that specifically looks at customer service for people who do not directly deal with external customers, but who will still impact them through their actions/decisions.
Any ideas, suggestions or words of wisdom will greatly be received.
3 Responses
Quick win…
Hi Scott,
Is your document to provide to people who have attended your workshop? If so, the quickest win for me would be much simpler:
For the managers of those support staff to a) ask them how they got on at your workshop and what they learned and b) a few days later, to ask them again, or to ask them how they are getting on with putting what they learned into practice.
In my experience, the best motivator for people attending training is for their manager to show an interest in their development or to demonstrate that they care about the application of the skills in their day-to-day activity.
Alternatively, some genuine feedback from those internal customers around improvements, changes etc.
Kind regards,
Sophie
What do you want from me?
I LOVE internal customer service training, and perhaps one of the most practical exercises I write in is to get individuals (or teams) to answer the following questions:
Having written a fair few programmes, I find that the root of the problem is almost always that they don’t understand WHY certain requests are being made, WHY certain things are important, and how their actions send ripples around the organisation that ultimately ends with the customer.
I’ve a course outline and posters which may also fire off a few thoughts (if that’s allowed)
http://www.keystonedevelopment.co.uk/pdf_files/Customer%20Service%20Messages.pdf
http://www.keystonedevelopment.co.uk/pdf_files/Internal%20Customer%20Service.pdf
Sheridan Webb
Thanks
Sue, Sheridan – thanks for your suggestions.
The workshop was looking at next steps for a customer service programme and a discussion came up about back office staff and levels of customer service they give to other departments, hence the quick win for the document on the importance of internal customer service – this document is really just to highlight why internal customer service is as important as external customer service together with some suggestions/ideas of what they can do to increase the performance in this area.
Regards Scott