Change management and organization development experts discuss’creating alignment’- aligning organizational strategy with daily business needs. And a big element of that is creating alignment between customer needs and employee actions as customer care providers. But we also have to pay attention to internal customers – those people within the business that service us – as internal customers and who we service as internal customers. “There is an incredibly close and consistent link between how internal customers are treated and how external customers perceive the grade of your organization’s services. It is almost impossible to supply good external service if your organization is not providing good internal service.” R. Zemke and K. Anderson, Delivering Knock Your Socks Off Service, 1981.
And it’s not only about internal customers within the walls of one’s organization, it’s also about those arms-length internal customers and customer care providers – suppliers and contractors – those people who either supply your organization directly or enter into contact with your external customers, directly, as your representative. Telus webmail not working These suppliers and contractors should be thought about an integrated part of one’s organization and the service they offer ought to be measured as accurately and frequently as you assess the service level you provide.
To my mind, servicing others, whether internal or external (customer, supplier, colleague, peer, supervisor, contractor), should reflect the values of one’s organization and the method to retain the most effective customers – again, whether internal or external – may be applied across some of these groups. Suppliers and contractors ought to be selected and retained based on their commitment to servicing your visitors – and your employees – as you require them to be serviced. Although you don’t’own’these suppliers and contractors, you’ve the proper to demand very same level of service you provide to your customers. When selecting your suppliers and contractors, or measuring the people you currently are related to, the following guidelines might help make certain that internal service meets the standard.
Recruit suppliers and contractors as you’d your employees.
You should be seeking out the most effective person for the job, the high performer who will have a way to supply on your company expectations and drive up results for your company. You will want to utilize a few of the recruiting tools you employ when conducting a search for a worker? Consider it. You is likely to be paying this supplier or contractor to perform services for you or your visitors so you must expect them to be of the calibre you expect from the new employee. Consider requesting a resume of the qualifications and experience, customers they have serviced, certifications that could be required, and if available, customer testimonials. Interview them in an identical fashion to the way in which you interview for employees. Check their references and make sure you put set up a contractual arrangement that clearly documents what you expect from their store and what they could expect from you (this is merely another version of position profiles and expectations for the role).
In these cases, you’re seeking high performers effective at servicing both your visitors and your employees. And you’ve a responsibility to supply them with the info, resources and possibly, tools, they will need to service both these groups accurately and professionally.
Provide clear expectations of performance.
Even when your suppliers and contractors have worked with your organization for a lengthy time frame, it is crucial to periodically review your expectations of the role and how you expect them to service your customers. Clients are retained since they have developed a great relationship with their supplier and any contractor or supplier who’s dealing with your customer directly, is seen by the customer to be a worker of one’s company, and hence; representing your company.
When I was an over-all manager for an energy distribution company, certainly one of our contractor service technicians accidentally cut the customer’s phone line. The initial issue for the customer was, of course, the cut phone line and the inconvenience associated. The next issue was that the contractor apologized but told the customer he will have to call our company to secure satisfaction regarding the price and inconvenience of getting the line repaired. The next issue was the response the customer received from the Branch Manager when he called our company office to complain. He was told we were not responsible since it had been a contractor that had cut the line! Yes, I too, was shocked when the customer got through in my experience to complain and said what the Branch Manager had said. A lot more distressing was the truth that the Branch Manager defended his position when I called him about the complaint!
Undoubtedly we did not clearly identify to our contractor our customer care expectations. In my experience, they certainly were simple. Apologize to the customer, call our office immediately to request a solution and then use the customer to obtain the answer implemented. Simple in my experience but definitely not to our contractor or, I quickly discovered, to my Branch Manager.
So my alternative was to build a contractor customer care agreement and produce a customer care training program to implement with both our employees and our contractors. We then implemented it across my region. We still had customer care difficulties with both our contractors and our employees, periodically,but this is a good first step.Internet Read More