CUSTOMER SERVICE: Internal And External

This week’s top story seems to center on a certain airline employee – It made me think of some past customers & clients I have dealt with in the past. I have used my best diplomacy and negotiating skills in more instances than I could count (and held my frustration in check many times).

The reasons are far too varied to list them all here, but the thing most had in common was something was out of my hands and in a lot of cases out of the hands of subordinates. Coming to mind: -Service from 2 layers down—Wrong SHADE of a color in an ad—an Unasked request not filled (“they SHOULD have know”)—and on. The two most extreme I think would be a request—um demand—that my boss NOT visit him anymore (AWKWARD!!) and the call accusing my company of FRAUD (that case resulted in A~ the firing of an employee and B~ UPselling of the customer by me).

But the other thing I thought of was INTERNAL customers. Interesting term. Sometimes it is very apt- $ traveled form one department to another, but most times it is different parts of a company that rely on each other to accomplish the end goal= producing a product, satisfying a customer, ETC. In this arena I only had one-for lack of another word- conflict. Another dept was crucial to ME providing the client’s needs, and the manager was – resistant- to taking responsibility for his team’s errors. Well, we had an internal survey, and I spoke my mind. He called my boss and complained- it hurt his bonus. The problems his dept caused cost me bonus money. My boss said that while true “we don’t put it in the survey."
Well- the result was the other manager and myself meeting and going over standards, memos and types of communication available. Longer story shorter (you’re welcome)- We got to the point where he still protected his people, but when it was on his end- he admitted it, fixed it and we moved on. I cemented this by spending an entire day with his team. Them seeing I cared and wanted to understand only added to the improvements seen. My Boss? He publicly gave me credit for building a level of communication between departments the company had not seen before.
Now while it may SEEM I got off track from my opening statement, let me tie it all together. In certain position you have to develop a thicker skin. How many of us have vented once we left the building or hung up the phone? How many have wanted to start singing Johnny Paycheck’s “take this job and shove it?” Now I’m not condemning this guy, Heck- its good escapism and venting by proxy. The thing is, it’s not me

Customer Service - Building Relationships and Business

"Leadership is the art of getting someone else to do something you want done because he wants to do it." -Dwight Eisenhower
There is a phrase in business - "internal & external customers (clients)". I have been building these internal relationships before I had even heard the phrase. To me it just made sense. These folks (sometimes department managers) Have their part in the company's overall operation as much as mine. I treat them like I want them to treat me. I don't bark at them- I have always tried to make them understand MY side, and the impact of the situation. In many cases, I became the 'go-to' even if I had a senior manager overseeing a project. This was simply because I could get things done. I earned the respect of these 'internal customers' because I respected them and worked with them. I have worked along side their people quiet often to learn THEIR side, and procedures. This has shown me how they interpret what WE do, and likewise how we can communicate better.

Now that is not to say I don't hold them accountable. In one specific situation, I would push when need be. But it was done with KNOWLEDGE. The other Dept head was defending his employee (as a good manager will), but when I pointed out some facts from what I learned, he had to concede that I was more right than wrong. A fix would be put in place and we would move forward.

Call it leadership or call it teamwork- I call it good business and just plain common sense.
Looking forward to putting that back to work.
http://www.linkedin.com/pub/thomas-drake/b/264/545

Customer (Dis)Service:

I grew up in a small family business and was taught to take care of the customer- make them ‘happy campers.'
It seemed really simple- the “golden rule” approach. Treat customers with the courtesy, respect AND POLITENESS that you yourself would want to be treated. “Please”- “May I help you?”- “Thank You”
I was somewhat surprised a couple of years ago to find that others I knew were SO happy if the kid at McDonald’s (or wherever) actually said thank you when handing you your change. (Side note another pet peeve is when my change is slid across the counter=????)
Why should people have to be impressed like that, or satisfied if the service is neutral/non-offensive??
I say they shouldn’t!
Customers usually only speak up to complain (yeah, I do); to let management know if someone is rude, evasive about getting you an answer (“Let me speak to your supervisor!”) etc, etc. HOWEVER- I also speak up when I get good service! I let the manager know his employees are good workers, that I had a good experience in his establishment. If he has worked to accomplish that, GREAT- he and his employee can feel good. If he was not behind it- maybe give him an idea to see “why did the customer appreciate THAT employee?” Either way it can only grow and advance the process.
Going out to eat I have had good service and bad service. In more than one case, I have told the server not only through a tip, but also directly, that they had made the meal enjoyable with attentive service and a great personality (Heck- I even tried to hire one!).
My father-in-law taught me something while working for him: You can’t buy enough advertising to get you what GOOD word of mouth does- and- You can’t spend enough money to overcome BAD word of mouth! So true. I’ll be an ambassador for the business where I had a good experience. A bad experience = I am a company’s worst nightmare!
Too many companies don’t ‘fight the tide’ and TEACH customer service. I will go OUT OF MY WAY to not give them my business. Still others realize the simple- basic lesson, the one that has guided me as a manager WHEREVER I worked. I learned through asking myself and my team a question whose answer means success and growth. –
“How do YOU want to be treated?”