Service Untitled

If you really want to be a great service organization, an important question to ask is: does your IT department provide great service? And with that in mind, you can go on to ask any number of similar questions:

• Does your website development team provide great service?
• Does your HR department provide great service?
• Does your accounting department provide great service?

If you didn’t pick it up already, the core issue is the quality of internal customer service. 

If your customer service department is providing excellent service on a consistent basis to all of your customers, that’s great. It means that the people in that department understand the importance of customer service and are both motivated and empowered to deliver superior customer service.

However, if those people go to inquire about their health insurance or how to get their computer fixed and they have to work with an angry employee who is obviously not committed to the same level of service excellence, it can be discouraging. It can really wreak havoc on a corporate culture when some people are highly motivated and others don’t care.

It is important to try and motivate encourage people outside of the customer service department to provide great service. If these people aren’t providing great service to their colleagues, it will negatively affect the working environment. Do what you can to ensure that all of your departments are providing great service and that the culture of internal customer service is as strong as the culture of external customer service.