Internal service is focused on improving the processes involved with generating your company's deliverables.
It's different from external customer service in that its primary goal is the facilitation of internal workflows, not customer retention. When your internal customer service systems are firing on all their pistons, your workplace is transformed into a highly efficient business environment.
If you're not familiar with the concept of internal customer service, it's time to get up to speed. Whether you designate a handful of staff members to specialize in internal customer service or not, it's important to integrate internal customer service concepts throughout your organization. Every department, business team, vendor, and third-party contractor should understand what internal customer service is about and how it's applied in your business.
Once you have fully integrated internal customer service concepts throughout your company, expect to receive several important benefits – all of which are directed toward smoother production and delivery systems.
- Better communication. A sound internal customer service program facilitates the flow of information within the organization. It makes sure everyone in the production chain has the information they need to achieve departmental and organizational objectives.
- Improved workflows. Troubleshooting is another key focus of internal customer service. When obstacles or choke points arise, internal customer service works closely with stakeholders to find quick remedies and restore efficient workflows.
- Interdepartmental collaboration. Companies that emphasis internal customer service concepts find that the level of interdepartmental collaboration skyrockets because each division gains a clearer perspective of the big picture.
- Lower costs. Since internal customer service specializes in creating more efficient business processes, lower operating costs (and increased profitability) are a natural outflow.
- More productivity. Productivity is the primary target of robust internal customer service initiatives. This could come in the form of increased output levels, tighter delivery times, or higher quality products.
- A happier workforce. Many workplace conflicts revolve around poor communication and interrupted workflows. When a worker or department is unable to perform their function, tensions boil over and the workplace becomes a battleground. Internal customers service improves employee morale by maintaining clear channels of communication and production.