Internal Customers and Team
Work
Internal Customers and
Team Work
Kanthi Basnayake
Management Consultant
APMI
Kanthi Basnayake
The Internal Service Rule
The level of external customer service will
never exceed the level of internal customer
service
Internal Customers are the people
who work for your organization and;
They depend on you and the work you
do in order to complete their own
tasks
Employees, team members
colleagues ect…
Who are Internal customers?
“What is a Team”?
Through all obstacles
Teams and
Organizational Effectiveness
Team
– A group whose members work
intensely with each other to achieve a
specific, common goal or objective.
– All teams are groups but not all
groups are teams.
• Teams often are difficult to form.
• It takes time for members to learn how to
work together.
Internal Customers and Teams?
To create positive internal customer
service, all departments work together
cooperatively, meet common goals,
agree on processes and procedures,
and negotiate expectations.
WHY? ?
Developing effective internal customer service helps organizations:
Cut costs,
Increase productivity,
Improve interdepartmental communication and cooperation,
Boost employee morale,
Align goals,
Harmonize processes and procedures,
Above all deliver better service to the external customer
Clarify Individuals Roles in Customer
Interaction
Establish Internal Customer’s Trust and Rapport
Listening Skills…
Give your customers „A damn
good listening to‟
Handle Emotions on the Job
EMPOWERMENT
EMPATHY
Responsibility and
Responsiveness
Track and Handle Complaints
Facilitate Process
Improvements
for Repeat Problems
WINNER?