We spend a lot of time talking about customer service and how companies must focus on the needs of the customer. Usually we share lots of examples of customer facing people either failing or succeeding to demonstrate the need for this important value.
BUT WHAT ABOUT INTERNAL CUSTOMERS.
All too often the folks who do not face the end customer fail to recognize they also play a critical role in delivering excellent customer service to each other. They fail to recognize -- or be held accountable -- that their support of the customer facing personnel can make or break the relationship. They fail to recognize that they also have customers -- they are internal customers.
For example, I just got off a plane from Toronto to Washington enroute to a client meeting. The plan loaded on time, the boarding personal were efficient and we were all ready to go on time. But then we waited -- 1 hour!
The reason was -- as explained very nicely by both the captain and the flight attendant -- the baggage was not loaded to safety standards so it had be be removed and reloaded. I actually watched this process take place out my window. I assure you that the ground crew did not appear to be in any rush.
I fortunately made my connecting flight, but I cannot speak for other passengers who arrived 1 hour behind schedule.
The key thing is that no amount of positive customer service by the Flight Crew could fix this issue. Yet they received the brunt of the complaints -- which they handled professionally and with great empathy.
Problem was they were completely at the mercy of the baggage crew. Surely one must assume they had been trained how to load baggage -- yet they didn't do it correctly. But what were their consequences?
How often do we leave our own front line people without the support they need to do their jobs well. Do we have the same type of customer satisfaction rating for the people who support them? Are those support people also measured based on customer satisfaction? If not, they should be, because they are often the foundation on which to build a business. And if the foundation is weak -- well you know!
Something to think about.
Cheers!
Bill's passion is improving business results by working with leadership teams to change employee behaviours. He does this by equipping leaders with the principles, processes and tools to cultivate an engaged customer-focused culture.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
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2 comments:
I totally agree. I think internal customer service is often forgotten about and/or neglected. We see it a lot in organizations that are caregivers (nurses, hospices, etc..) They spend so much time and attention giving care to patients they forget how to treat each other. It's incredibly important as it often infects a culture.
Totally agree Jeff -- the way we treat each other defines the culture. The interesting thing is, that if we treat each other better, the end result is better patient (customer) care as well.
Thanks for your comment.
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