Complaints are an inherent part of customer service, and this is especially true of internal customer service environment. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective decisions and actions to ensure that business can proceed. Learning and applying conflict-handling skills to overcome a host of obstacles and provide excellent internal customer service is a must.

1. Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

2. Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

3. Internal Customer Service
Introductory concepts @ OxfordCambridge.Org all for free and free for all.
The information gathered here is under KeyPoints format and may be use:
- Either to give the reader an overview before deciding for a full scale study of the topic.
- Or act as a guide for readers in expanding their knowledge on that given topic.
Some recommendations, perhaps:
- Identify each KeyPoint on which you feel a need to expand your knowledge,
- Choose a good book or two and/or info from the Internet.
- And then work towards gaining that knowledge.
Please enjoy!
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

4. Internal Customer Service – Introduction.
☺ Complaints are an inherent part of customer service,
and this is especially true of internal customer
service environment.
☺ No matter the level of vigilance, problems will arise,
and when they do, they must be greeted with quick
and effective decisions and actions to ensure that
business can proceed.
☺ Learning and applying conflict-handling skills to
overcome a host of obstacles and provide excellent
internal customer service is a must.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

5. Aim of publication:
To guide readers or learners who want to
improve the service they offer to their internal
customers.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

6. Internal Customer Service - Learning Objectives.
 After developing the KeyPoints outlined in this publication, you should mainly be able to:

acknowledge the benefits of encouraging your people to improve internal customer
service.

apply methods for improving interdepartmental communication.

recognize the benefits of creating the right environment for service excellence.

create an effective customer experience statement.

know the benefits of communicating effectively with internal customers.

set appropriate standards for internal customer service.

use strategies for dealing with different types of dissatisfied customers.

communicate effectively with difficult internal customers.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

7. Internal Customer Service – Summary.
☺ In today's rapid changing and highly competitive business
environment, offering excellent customer service has never
been so important.
☺ Still, what about taking a different approach?
☺ Has your company ever tried looking inwardly to find answers to
offering great customer service?
☺ Managing relationships with your internal customers isn't
always smooth sailing.
☺ When internal customer service does not go according to plan,
problems occur, or communication breaks down, what can you do
to get your plans back on track, and break down barriers?
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

8. Internal Customer Service - Sections List.
 (Section 1) Excellence in Internal Customer Service.
 (Section 2) Working with Internal Customers.
 (Section 3) Overcoming Internal Customer Service Problems.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

9. (Section 1) Excellence in Internal Customer Service – Summary.
☺ Organizations consist of an independent chain of individuals and
functional units, each taking inputs from one another and
turning them out into external customer service.
☺ If everyone within the organization works to provide their
"internal customers” with better service, then end-customers
(external ones) shall receive a much higher quality service in
the long term.
☺ Focusing on internal customers will not only helps an
organization to survive and prosper, but also will have the
added benefit of motivating employees, meeting their needs,
and promoting a satisfying work environment.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

10. (Section 1) Excellence in Internal Customer Service – HighPoints.
 Productivity and Growth.
 Meet Internal Customers' Needs.
 Getting the Environment Right.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

11. (Section 1) HighPoints: Productivity and Growth.
☺ recognize the benefits of encouraging people to improve
internal customer service.
☺ list the internal and external driving forces behind improving
internal customer service
☺ inspire the organization to make its internal customer service
more effective.
☺ demonstrate qualities that will meet internal customers' needs
effectively.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

12. (Section 1) HighPoints: Meet Internal Customers' Needs.
☺ acknowledge the value of identifying your internal customers.
☺ use customer segmentation to meet internal customers' needs.
☺ apply methods for improving inter-departmental communication
channels.
☺ empower employees to offer good customer service to their
internal customers.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

13. (Section 1) HighPoints: Getting the Environment Right.
☺ discern the benefits of creating the right environment for
service excellence.
☺ use specific and personalized goals to motivate employees.
☺ know key ways of creating the right environment for internal
customer service.
☺ use progressive leadership activities to encourage employees to
improve internal customer service.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

14. (Section 2) Working with Internal Customers – Summary.
☺ Excellent customer service lies at the heart of any successful
business.
☺ However, one should not overlook the importance of meeting
the needs and expectations of fellow employees, the internal
customers.
☺ By helping other people within the organization, one enables it
to succeed.
☺ Great internal customer service improves people's morale,
productivity, and external customer service, and ultimately
makes an organization more financially secure.
☺ Giving great service to internal customers’ means that people
one works with can see, hear, and feel that they are valued.
☺ When employees value one another, the result is increased
performance, which contributes to the success of the entire
organization, and creates a positive and productive working
environment.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

15. (Section 2) Working with Internal Customers – HighPoints.
 Importance of Serving Internal Customers.
 Communicating with Internal Customers.
 Internal Customer Service Structured Approach.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

16. (Section 2) HighPoints: Importance of Serving Internal Customers.
☺ consider the benefits of improving the service you offer
internal customers.
☺ define key and non-key internal customers.
☺ create an effective customer experience statement.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

17. (Section 2) HighPoints: Communicating with Internal Customers.
☺ recognize the benefits of communicating effectively with
internal customers.
☺ use internal customers' experiences to meet and exceed
internal customers' likely expectations.
☺ use assertive behaviour to manage conflict when they arise.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

18. (Section 2) HighPoints: Internal Customer Service Structured Approach.
☺ recognize the benefits of taking a structured approach toward
the implementation of internal customer service.
☺ create an internal customer service plan.
☺ set appropriate standards for internal customer service.
☺ use the appropriate types of questions to obtain internal
customers’ feedback.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

19. (Section 3) Overcoming Internal Customer Service Problems – Summary.
☺ Managing relationships with internal customers isn't always
easy.
☺ When internal customer service does not go according to plan,
problems occur, or communication breaks down.
☺ What can be done to get plans back on track, and break down
barriers?
☺ At such moment, you and fellow employees need to act swiftly
and proactively to solve the problem, and regain the customer's
trust.
☺ Therefore, it’s important to learn the art of sustaining
excellent service, and recovering the situation when things go
wrong.
☺ By examining pitfalls that can occur, and following a set of
useful techniques and guidelines, you can salvage internal
customer relationships, and increase chances of sustaining
internal customer service excellence.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

20. (Section 3) Overcoming Internal Customer Service Problems –
HighPoints
 What To Do When Internal Customers Complain?
 Resolving Internal Customer Service Issues.
 Managing Internal Customers Difficult Situations.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

21. (Section 3) HighPoints: What To Do When Internal Customers Complain?
☺ recognize the benefits of taking a positive approach toward
complaints from internal customers.
☺ distinguish elements that contribute to a complaint-friendly
environment.
☺ use solution space to handle internal customers’ complaints
positively.
☺ employ strategies for dealing with different types of
dissatisfied internal customers.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

22. (Section 3) HighPoints: Resolving Internal Customer Service Issues.
☺ recognize the value of fixing internal customer service issues.
☺ diagnose the root cause of a problem using a fishbone diagram.
☺ apply a solution to a problem using an appropriate process.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

23. (Section 3) HighPoints: Managing Internal Customers Difficult
Situations.
☺ recognize the benefits of managing difficult situations
effectively.
☺ use techniques for negotiating with internal customers when
unable to go that extra mile.
☺ communicate effectively with difficult internal customers.
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

24. Internal Customer Service – Conclusion.
At this point you should be able to be familiar with the following:

encouraging your people to improve internal customer service.

demonstrating qualities that will meet internal customers' needs most effectively.

defining key and non-key internal customers.

recognizing the benefits of communicating effectively with internal customers.

creating the right environment for internal customer service.

handling complaints positively.

finding the root cause of a problem in internal customer service.

negotiating with internal customers.

communicating effectively with difficult internal customers.
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

25. Thank you for your interest!
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

26. Information Gathering Links
Internal Customer Service
(This picture: Harcourt Hill, West Oxford)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org

27. We shall always be on SlideShare!
Internal Customer Service
(This picture: Trinity College, Cambridge)
Contact Email
Design Copyright 1994-2013 © OxfordCambridge.Org