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What Is Internal Customer Service? A Definition and Case Study

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The pilots must provide both information and direction to the flight attendants so they can do their job. Likewise, the pilots are also internal customers of the flight attendants. The pilots rely on the flight attendants to keep them aware of any issues in the cabin, to provide refreshments, and even to help secure the area when the cockpit needs to be opened in flight. Subordinates should virtually always be thought of as internal customers, as managers owe them the information, guidance, and resources necessary for them to do their jobs.

Unless you are a company of one, you likely have team members that you should view as internal customers. Truly customer-centric cultures tend to rise above the petty squabbles that affect so many organizations: However, just as the thinking around customers has grown over many decades from a transactional approach, where customers were not highly valued, to a relational approach, where customers are valued based on their potential lifetime value , the internal customer represents another shift in mindset.

By taking a service mindset and applying it to those we serve in the organization, we can minimize friction, increase efficiency, and maintain effectiveness. When internal customers are valued, respected, and their needs fulfilled effortlessly, they not only begin to pay it forward to their own internal customers but also to their external customers as well. Their internal customer experience translates to a positive attitude toward external customers.

Customers who see a friendly and engaged staff are more likely to support your business than customers who hear your employees complaining behind your back. Workers who care do better work than employees who only want to collect their paychecks and leave. They manufacture products of higher quality and put extra effort into problem solving, thereby improving the experience of your external customers. Devra Gartenstein founded her first food business in In she transformed her most recent venture, a farmers market concession and catering company, into a worker-owned cooperative.

She does one-on-one mentoring and consulting focused on entrepreneurship and practical business skills. Skip to main content. Valuing External Customers Without external customers, your company would have no revenue and no reason for being in business. Valuing Internal Customers The workplace experience your business gives your workers should be satisfying as well -- or else they'll have no reason to work for you, other than the fact that you sign their paychecks.

Internal Customers and the External Customer Experience Your employees are the face of your company -- the liaisons your customers interact with when they research products and make purchases.

What Are Examples of Internal Customers?

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A Definition and Case Study The external customer is someone who signs a check, pays our employer, and ultimately makes our paycheck possible. An internal customer or internal service provider can be anyone in the organization. An internal customer can be a co-worker, another department.

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One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do.

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Internal Customers and the External Customer Experience Your employees are the face of your company -- the liaisons your customers interact with when they research products and make purchases. Internal Customer Service refers to the interactions between all the employees who support the company and those who work on the front line with “The Customer”.

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Definition of internal customer: An employee who receives goods or services produced elsewhere in an organization as inputs to his or her . The internal customer may be a situational customer. This person may not always be the internal customer. They might be depending on someone inside the company at a specific time for a specific reason, maybe once a week or even once a year.