THE LITTLE KNOWN SECRET ABOUT
By Bruce L. Katcher, Ph.D. President, Discovery Surveys, Inc.
Less than one half of all
employees feel cooperation
is good between different departments.
POOR EMPLOYEE RELATIONS LEADS TO
POOR CUSTOMER SERVICE.
Can an organization really expect to provide excellent service to
its customers when their employees can't provide good service to each
For example, if the sales and production departments don't
cooperate with each other, the customers won't receive what they were promised.
Also, if the IT department doesn't cooperate well with the rest of the
organization, timely service to customers will suffer.
Organizations spend a great deal of time trying to increase
external customer satisfaction but very little on improving internal customer
satisfaction. Employees often complain that:
Other departments don't provide them with what
they need in a timely manner
Other departments don't understand what they do
They are not treated with respect and dignity by
Other employees are often moody, unpleasant and
Yet, most employees are often unaware of how they
contribute to the problem. They typically say, "we provide excellent service to
our internal customers." Our studies have consistently shown that employees
think they are providing better services to their internal customers than their
internal customers feel they are receiving from them.
WHAT YOU CAN DO TO IMPROVE INTERNAL CUSTOMER
- Conduct an Internal Customer Satisfaction
The survey should ask
employees how they feel about the timeliness, professionalism, and quality of
the services they are receiving from others in the organization. The results
will be a real eye-opener to many.
- Reverse the Finger
Instead of blaming others,
employees must learn to critically examine how their own actions are
contributing to problems. Each time employees point a finger, ask them what
they can do to help resolve the problem.
- Educate Employees
customer satisfaction is everyone's responsibility in organizations. But
breaking old habits and changing relationships is difficult. Teach employees
what they need to do to improve the level of service they provide to others.
- Find the Best
Practices in Your Organization
Some employees and some
departments do a much better job of satisfying their internal customers than
others. Identify their good behaviors and teach others in the organization to
- Start at the Top
If senior management is
discourteous to employees, their behaviors will trickle down throughout the
organization. Coach senior managers on what they need to do to improve their
relationships with employees.
CONCLUSION: THE SECRET
The secret is
to improve external
customer satisfaction, look inside your organization first.
I am very much
interested in your views on this topic.
Please reply with your comments and
suggestions to .
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