Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume II, Issue 9

Date: September 1, 2001 - Coping with Internal Customers

Last month we talked about customer service geared primarily to external customers or end users.

I'd like to focus this newsletter on internal customers, defined as those departments you interact with, your immediate co-workers, those alongside you, your teams, people who report to you, those who are above, lateral and, up to and including, your CEO.

It's been our experience that the satisfaction statistics/metrics for external customers are (if you are competitive and delivering world class service) in the mid to high 90 percentile. However, when measured (and some companies don't bother), the internal customer satisfaction stats land somewhere in the 50-60%! Woops.

Can you imagine how smoothly your centers would/could run if you treated your internal customers like your external customers - with the same respect and dignity. To some companies, I'm sad to say this is a new concept.

I invite you to test my theory out. Institute the following simple practices into your daily routine:

1) Be patient with 10 internal customers.

2) Listen carefully (full of care) to 10 more internal customers. Count to seven before your respond (as compared to 'react').

3) Use empathetic responsiveness to 10 other internal customers.

4) Remember to breathe (deeply and often) and encourage 10 internal customers to do the same.

5) Smile - widely and often - it's contagious.

At the end of your day, notice (a) how you felt, (b) how they responded, (c) morale in general, and (d) how effectively/efficiently did the job(s) at hand get done? What else did you notice?

Initiate the above and at the end of one week, I promise you a difference!

QUOTE OF THE MONTH: Practice random acts of kindness...

2001 Human Technologies Global, Inc. www.human-technologies.com

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