RU Forming the External Customer Service of An Organization Discussion – Description
DIRECTIONS:
In many industries, there is not much of a difference between the products and services from one company to another. Because of competition and the global economy, customer service can make or break an organization.
INITIAL POST
How do you think internal customer service impacts external customer service for an organization? Share one example of a place you have worked or visited that had internal or external customer service that stood out (in a bad or good way) and explain why you think the situation existed.
REPLY POST
Respond to at least one classmate’s post with any suggestions for additional ways that internal customer service impacts external customer service or expand on their example with a similar situation you have encountered.
Michael Soenksen
Internal customer service has a direct impact on external customer service for organizations. Effective communication and collaboration among employees and departments contribute to improved customer satisfaction. When internal teams collaborate seamlessly, share information, and collaborate effectively, they can provide accurate and consistent information to external customers. This fosters a positive customer experience.
A positive internal customer service culture also promotes high employee engagement and morale. When employees feel valued and supported within the organization, they are more motivated to deliver excellent customer service. Engaged employees will likely go the extra mile for customers, resulting in better interactions and increased customer loyalty.
Furthermore, reliable internal customer service encourages knowledge sharing, ongoing training, and a customer-centric focus. Employees can develop the skills necessary to provide exceptional customer service when they can access resources and training. This enhances the external customer experience by ensuring employees are well-equipped to handle inquiries, resolve issues efficiently, and deliver personalized service. Overall, internal customer service plays a vital role in shaping the quality of external customer service.
I once visited a renowned luxury hotel in Miami that stood out for its exceptional external customer service. When we arrived, the staff displayed a friendly and attentive approach, going above and beyond to meet our needs. The front desk personnel were knowledgeable and efficient, providing personalized recommendations. The concierge team was always available and offered excellent assistance with reservations and transportation. The restaurant waitstaff provided impeccable service, showing attentiveness and anticipation throughout my stay. This outstanding customer service likely resulted from hiring individuals with a genuine passion for hospitality, a well-defined service culture, and ongoing employee training and development. Such standards make all the difference in the customer experience and drive people to return and recommend it to others.
PART 1 WRITING ASSIGNMENT
You are interviewing for a supervisor position in a retail sales environment. The interviewing manager has explained to you that a large portion of the role’s success depends upon customer satisfaction, which is measured by quarterly Gallup customer satisfaction scores. As the final step in the interview process, you are tasked with creating a presentation that you will deliver to both the hiring manager and the interviewing HR representative. Create a presentation that demonstrates your understanding of good standards of customer service. Include speaker notes in the Notes pane on each slide to explain the details of your presentation. Your presentation should include the following:
·Introduction and purpose
·Define customer service
·Explain the difference between internal and external customers, and include examples
·List and explain the qualities of effective customer service
·A conclusion that includes the importance of customers service and the impact on the business
·References slide as the last slide in the presentation
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