Internal customer satisfaction is the philosophy that companies should treat staff and associates as they do their customers. This approach can lead to better external customer satisfaction, higher morale, and better retention of good employees. Companies must prioritize instilling customer service skills across their staff, including suppliers and contractors.
Internal customer satisfaction refers to an increasingly popular philosophy that companies need to treat staff and other associates the same way they treat their clients and customers. Employees are increasingly being recognized as internal customers. and there are numerous benefits that are believed to result from ensuring they have good interactions with each other. These benefits include better external customer satisfaction, higher morale, and better retention of good employees.
Clients and customers rely on companies to provide goods and services. Companies have long realized that they must focus on ensuring these people have a good experience during these interactions. Within a given business, however, employees also tend to trust each other, creating another category of customers. Historically, satisfying these individuals has not been a top priority for most companies.
More companies are starting to focus on the experience their internal customers have when dealing with their peers. An employee who needs a human resources representative to process paperwork to get their benefits is an example of an internal customer. Another example is a team member who needs a file from his colleague.
When good service is not provided internally, the best interests of employees may not be served and individuals may not be able to perform their jobs. Problems that interfere with these tradeoffs can have an even wider range of negative effects. This can become obvious externally and thus lower overall customer satisfaction.
On the contrary, it is believed that there are a wide range of benefits to organizations that are committed to doing a good job with internal customer satisfaction. Productivity is likely to improve and a company is more likely to retain and attract good employees. Also, morale tends to be higher and organizations experience a greater degree of efficiency.
Internal customer service extends beyond employees. It is important for organizations to realize that the concept of providing excellent service must also apply to other associates such as suppliers and contractors. To achieve optimal internal customer satisfaction, a company must prioritize instilling customer service skills across its staff. In many organizations, these skills are still considered necessary only for employees who deal with the public. Companies that have made the connection between internal customer satisfaction and potential gains and losses for their organizations have vastly changed their approach.
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