HAPPY EMPLOYEE HEALTHY ORGANISATION

TVI INDIAFI –Team07-12-2012

InternalCustomerService

Is a person who comes to us with their needs and wants. External Customer :- External Customer are those persons who comes from outside to fulfill their needs.eg the common people.Internal Customer :- An Individual or a group of people you interact within the organization..

Aoc

Vendor

Govt Authority

Distributor

Banker’s

Finance

Logistics

MarketingService

Sales

Aoc

CUSTOMER

Make “Customer Service” a Goal

Program Objectives

By the end of this workshop, participants will be able to establish the standards and systems that can make every internal customer feel SPECIAL

• Speed And Time• Personal and Personalized• Expectations- Manage and Exceeds• Competency and Courtesy• Information• Attitude• Long-term relationship and follow through

B’cozHow we service each other is how we service our

customer

Work for common Goal

Why Internal customers Service so Important

Benefits of Good internal customer service

Encourage teamwork Improved work process Improve productivity Better quality Cost Saving Increase customer satisfactions levels Improved Personal bonding.

Customer Service

http://www.youtube.com/watch?v=G277C1ck9Hg

Customer Service

http://www.youtube.com/watch?v=FkATmsULU-I

Internal Customer & Internal Service Provider are Two Side of the Same Coin

Walk in each other shoes

Excellent Internal Customer Service

a. Greet meb. Value mec. Help med. Listen mee. Invite me back

Set clear & Reasonable demands. Discuss with the ISP .Provide requisite Input.Understand Service provider Process.Define Timelines in advance.Don’t expect Exceptions .

When the expectation fulfils ?

What Internal Customer expect ?

How to meet expectations? Open vision to the Common Goal of organisation.

Understand Customer expectations.Negotiate Delivery dates and quality levels. Keep inform the customer about the project progress.Get out of ‘Silo’ – take a break with the Internal customers.

Excellent Internal Customer Service

Consider your colleagues as your customer. Be available & present for them. Be willing to share the companies goodies. Exceed your employee expectation. Communicate the company directly. Say thank you. Follow up & ask for their feedback.

Tips for building relationship with colleagues

Improvement

Suppliers Input Customer Feedback

Internal Customer Service A Continuous Effort

HAPPY EMPLOYEE HEALTHY ORGANISATION