When you think of customer service, you usually reflect on your experiences with your external customers — those who pay the bills. That clearly is a good strategy. However, you cannot minimize the importance and impact of internal customer service. This can be just as valuable and a true reflection of your company’s culture.
How employees treat each other is critical to building an organization in which employees enjoy their work and feel appreciated. In employee surveys these attributes always are on top as most important in workplace satisfaction.
You have a support staff made up of finance, credit, human resources, operations and other departments. Each member of these departments is an integral part of your success. That is why their skill sets need to extend beyond the operational components of their respective jobs.
Doing their jobs well includes a wide range of communication skills. The emphasis on exceptional customer service does not solely reside with those who interact with your external customers.
Management has a responsibility to set standards for all positions and that includes skills related to delivering exceptional customer service. All employees must buy into your company culture. You need to help them understand the value of upholding your standards.