Internal Customers and Team

Work

Internal Customers and

Team Work

Kanthi Basnayake

Management Consultant

APMI

Kanthi Basnayake

The Internal Service Rule

The level of external customer service will

never exceed the level of internal customer

service

Internal Customers are the people

who work for your organization and;

They depend on you and the work you

do in order to complete their own

tasks

Employees, team members

colleagues ect…

Who are Internal customers?

“What is a Team”?

Through all obstacles

Teams and

Organizational Effectiveness

Team

– A group whose members work

intensely with each other to achieve a

specific, common goal or objective.

– All teams are groups but not all

groups are teams.

• Teams often are difficult to form.

• It takes time for members to learn how to

work together.

Internal Customers and Teams?

To create positive internal customer

service, all departments work together

cooperatively, meet common goals,

agree on processes and procedures,

and negotiate expectations.

WHY? ?

Developing effective internal customer service helps organizations:

Cut costs,

Increase productivity,

Improve interdepartmental communication and cooperation,

Boost employee morale,

Align goals,

Harmonize processes and procedures,

Above all deliver better service to the external customer

Clarify Individuals Roles in Customer

Interaction

Establish Internal Customer’s Trust and Rapport

Listening Skills…

Give your customers „A damn

good listening to‟

Handle Emotions on the Job

EMPOWERMENT

EMPATHY

Responsibility and

Responsiveness

Track and Handle Complaints

Facilitate Process

Improvements

for Repeat Problems

WINNER?