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If you work in a service team like HR or IT, the chances are that you are encouraged to think of your colleagues as customers. Building a great internal service culture is a high priority for any organisation that wants an efficient and effective operation. So here is a quick reminder of.....

......the 3 key principles for great internal customer service skills

Principle 1   Business Priorities First

All internal service teams have lots of customers. The needs of those customers must be balanced with the priorities of the business. Fixing a fault on the main reception switchboard is probably more important than fixing the Finance Directors laptop, even though the Finance Director has more clout than the receptionist. When customers are colleagues they may not always be right!

• DO ensure that everyone who has to balance priorities has clear guidelines to help them make decisions and keep escalations to a minimum.

• DON'T let internal service teams get bullied. Build their assertiveness and confidence.

Principle 2   Its all about Communication

Excellent communication skills for internal service teams are vital. Keeping internal customers informed, educated and aware is essential to help them run their operation as effectively as possible. Encourage direct conversation to explore possibilities, make suggestions and deliver any unwelcome news. E-mail is best used for specific information and data.

• DO build communication skills, an understanding of different communication styles and appropriate use of communication methods.

• DON'T let internal conflict build up. Encourage teams to deal with communication problems early on.

Principle 3   Add value

Internal customers don't necessarily understand the detail of what you can offer or the potential you have to help them deliver their results. Take some time to think about how your team can add value to internal customers and effective ways in which you can implement some of the ideas.

• DO work closely with colleagues as customers to build the value you add to them and the business as a whole.

• DON'T let your team get outsourced to a low cost provider because they are seen simply as order takers.

On the website you will find a detailed programme outline for building

internal customer service skills

Management Voice Index
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