When most people picture a customer, they naturally think of the person who buys a company’s products and services. Making that person’s life better and easier is a great way to think of customer service.
But what about internal customer service—the way employees interact with and support others in the company? The best companies make sure their internal customer service is on par with their external customer service.
Suppose you work in IT and somebody’s computer is down. Now they can’t deliver great external service. You might make it your own goal that “No one will be down more than one hour.” Internal service supports external service.
Internal customer service also sets the tone for employee engagement. Each phone call from a colleague should be answered with the same courteous, “How may I help you?” language and tone that external customers receive.
This also has a huge impact on employee engagement. We are the face of the company to each other. If we see a cold and uncaring face when we interact with other employees, we will each naturally come to see the company itself as cold and uncaring. It’s hard to stay engaged in your work when you see your company in that unflattering light.
Engagement is tied directly to productivity, of course, so It’s not just a matter of being “nice.” Upping your internal customer service game can make the difference between a company that founders on the rocks and smooth sailing.
