There is no question that customer service is a differentiator for many companies and brands. What if we’re not in a customer facing role?
You can probably guess where I’m going. We are all in a customer facing role.
The IT department has a customer. The Marketing department has a customer. Human Resources has a customer. Finance has a customer. So does Accounting.
What if your role in your department could/would be outsourced? Your services wouldn’t be a monopoly. Could you compete? Would you operate differently?
For those not in a direct customer facing role, what can we learn from customer service professionals?
- Customer Service is not a department. Rather, customer service is a philosophy embedded in your culture. Take a look at this year’s department strategy/goals. Is customer service in there as a priority?
- Define your internal customers. Remember, the level on the org chart doesn’t matter. Even the CEO has internal customers.
- Understand your internal customers. If I’m in IT, I better understand the goals of the manufacturing plant. What are they trying to accomplish? How can I help them be successful? Great customer service is proactive.
- What does your customer service department do to develop and grow? Can you apply that education in your area?
- Pleasant surprises should be the goal. Establish realistic service/delivery standards at as detailed a level as possible and then surpass them as a norm.
Every best practice in the customer service world applies to you. Make it an area of research and study. Make internal customer service a priority in your department and differentiate your contribution to the value proposition of your organization.
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