Who’s Your Customer?
Recently a client expressed concern that a few of his employees didn’t seem to get who their customers are. He explained, “They’re attentive to external customers. But when responding to requests from internal customers (co-workers), they’re lackadaisical.” Unfortunately, he isn’t alone. Increasingly, I’m hearing from managers about headaches created when:
- Employees either neglect to submit documentation needed by other departments, or they do so with inaccurate or incomplete information.
- People need to ask co-workers repeatedly for the same services or paperwork.
- Employees are polite with external customers, but blunt – and sometimes insulting behind their backs – with co-workers.
That’s why one of the first topics we cover in my customer service training seminars is the definition of customers. It’s more than external customers. It’s anyone needing your service; including co-workers. Anyone who thinks they don’t have customers doesn’t get it. And their managers are noticing.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
Today’s chuckle:
When you are in it up to your ears, keep your mouth shut.
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