Five Internal Customer Service Tips to Incorporate at Work
Posted by ablack on Nov. 30, 2016 / Favorite Five / Subscribe 0
Customer service is something every company strives to provide in any external interaction. It’s what solidifies a company’s reputation and brings them the opportunity for more business. But, in an industry where retention of employees can at times be a struggle, how can these same principles be applied to internal communications with employees, making them feel more valued through marketing efforts?
1. Celebrate Employee Achievements
This one seems obvious, but take time to celebrate the little achievements as much as the big ones, like extended years of service or awards. If you have an internal weekly email, intranet site, or especially a weekly newsletter that actually goes out to customers, mention small accomplishments of all employee levels. From passing inspections and OSHA certifications, all the way to going above and beyond in the field, little recognitions let other employees know they are valued and their hard work does not go unnoticed. Improved morale is infectious and it can go a long way to promote a strong team environment.
2. Each Request is Worth Your Time
Everyone has deadlines and what seems like a never-ending mountain of tasks in a given day, but when another department or employee reaches out to you for an unusual request or something that seems unrelated to your department, take the time to use your resources and point them in the right direction. Going the extra mile to find a solution, or even just responding with, “I don’t think I have the means to help you, but I think this person might have some information you’re looking for,” can mean a world of difference. A company culture of helping hands may sound cheesy, but ultimately is what sustains a successful work environment.
3. Support, Support, Support
When possible, go out of your way to support other departments in ways that you normally wouldn’t. This could mean attending a tradeshow with the sales team or a meeting that doesn’t necessarily pertain to your department, but introduces you to functions of different departments; opening the doors to greater communication, understanding and collaboration between different sectors of the company.
4. Survey Employees Like You Would Customers
Surveys are often ignored, pushed aside to collect dust, deemed unworthy of our time. Consider for a second the limitless amounts of information waiting to be discovered about how the company can better serve and utilize its employees in a manner that begets the most efficient work, but yet leaves employees feeling satisfied and appreciated. Imagine the number of undiscovered ideas that could be waiting for an opportunity to be discussed. All of this information is at our finger tips, we simply need to seek it out and put it to good use.
5. When in Doubt, Get Back
If you have any doubts about an idea or request brought to you by another employee or department, do not hesitate to simply get back to them with an answer when you have reached a certain conclusion. While, it may seem like the best approach to have answers instantly on hand, providing information or solutions that you may not be able to follow through with could create resentment and tension between employees or departments. Take the time to be certain you are able to help or have the correct information before giving that data to someone else. It is the best courtesy you can offer.
Internal customer service is often overlooked but, if executed properly, has an immense impact on employee satisfaction. This type of customer service requires cooperation combined with communication, resulting in departments working cohesively. What are some of the ways you attempt to be internally customer centric? Or, are there specific colleagues that come to mind while reading this that you might feel particularly thankful for?
Chelsey Lutteke
Marketing Coordinator, Sunland Asphalt
Chelsey Lutteke recently reached her one year mark at Sunland, which also marks her first year in the A/E/C Industry! She has been involved with SMPS for about a year as well and enjoyed participating in the SMPS Mentorship Program. Before entering the A/E/C world, Chelsey was a Marketer in several other industries, including: Higher Education, Healthcare and Law.
Chelsey is very interested in intercultural communications and the influence of culture on communication! This urge to learn about other cultures has fueled her passion for traveling, which most recently brought herto Peru for two weeks in June to climb Machu Picchu.
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