In Business Since 2001 We accept Paypal
Home Article Directory
More from Bill Platt
"Bill Platt for Book Authors" Youtube Channel
Training for Book Authors
Sites Owned by Bill Platt

 
D9 Hosting


Six Service Principles For Delighting Internal Customers

Copyright (c) 2005-2019

The word "customer" evokes images of an individual standing at a cash register, ready to fork over cash for a product that she's just purchased. This is an example of an "external" customer.

Because of this perception of what a customer is, many people working in corporate office jobs don't feel that they deal with customers. But almost every job has its customers. Coworkers in other departments, management, and anyone else who you support by your daily work can and should be considered customers.

They are your "internal customers." And they want good service. They expect to be treated like patrons at a restaurant, guests at a hotel, shoppers at a store. This article will give you some service principles that will enable you to delight your customers when working on a project with or for them.

Principle #1 - Document & Share Your Action Plan

The first thing you should do when working on a project involving an internal customer is to communicate, in writing, what you are going to do and when you will be done. This helps customers understand all of the work involved in meeting their needs and sets their expectations for what constitutes a timely completion.

Principle #2 - Under-Promise & Over-Deliver

Imagine this: One pizza shop promised to deliver your pizza in 30 minutes, but actually delivered it in 40 minutes. Another pizza shop promised to deliver your pizza in 45 minutes, but actually delivered it in 40 minutes. Which pizza shop would you be upset with? Certainly not the one who performed better than the expectations that it set.

When you communicate timelines to your customers, under-
promise. Give them a date that you can not only meet, but beat. They'll think you're excellent when you over-deliver (i.e., perform better than expected). If you do the opposite - over-promising and under-delivering - you'll quickly gain a reputation of incompetence.

Principle #3 - Update Customers Regularly

When there is a significant amount of time between the communication of your action plan and your completion of your work, give your customers regular updates of your progress. Without periodic communication, your customers will fear that you have forgotten their needs. Simply sending your customers a brief weekly email will give them comfort in planning their work while avoiding any impatient, ill-timed calls to you.

If you follow these three principles from the beginning of a project and all goes as planned, you've provided excellent service. But what if things don't go as planned? You could have a customer relations disaster on your hands if you're not careful. Here are three more principles to help you handle adversity when serving an internal customer.

Principle #4 - Express Concerns Immediately

Sometimes it may not look like you're going to meet a deadline. Don't avoid speaking with your internal customer, fearing their wrath and hoping a miracle will turn things around. Be honest. Give them time to plan in case things don't turn around. They may be upset that their project is not on schedule, but their fury will be minor compared to the anger they would feel if they found out "at the last minute" as opposed to well in advance. Assure them that you will stay on top of the project to try to get it back on track.

Principle #5 - Don't Make Excuses

If something negative happens with the project, accept responsibility. Tell your customer what you are going to do to minimize the impact of the issues. Don't displace blame by saying that your supplier is incompetent or that your boss took too long to review your work. People don't like to hear about problems. They like to hear about solutions. So take responsibility for whatever actions are required to satisfy your internal customer. Let them know you have something personal at stake.

Principle #6 - Follow Up

After you've met the project goal, touch base with your internal customer. Find out how your work is affecting them after the fact. And ask them about your service. It is rewarding to hear someone compliment your efforts - it doesn't happen too often for many of us! Plus, their words may give you ideas on how to improve your service for them and other internal customers in the future.


About The Author: Shop Amazon - Top Gift Ideas
Charles Dominick, C.P.M., SPSM is the president of Next Level Purchasing, Inc. Next Level Purchasing administers the SPSM Certification Program. For more information on the SPSM Certification Program, please visit http://www.NextLevelPurchasing.com/spsm.html

VOTE ON THIS ARTICLE
Needs Work >> 0 - 1 - 2 - 3 - 4 - 5 << Excellent Article

Tell our authors what you think about their article.



Top-Level Category: Articles

10 Most Recent Articles Written by Charles Dominick, C.P.M., SPSM

How To Improve Your Time Management
Written by: Charles Dominick, C.P.M., SPSM | Distributed: 2005-11-29 | Word Count: 0 | Page Views: 1647
10 Steps To Improving Your Time Management Today.

All of Author's Articles on this site:

Most Recent "" Articles

Ann Arbor, MI Offers A Lot Of Year-Around Family Fun
Written by: Jeb Maxwell | Distributed: 2010-01-20 | Word Count: 595 | Page Views: 3199 | Votes: 7 | Rating: 1.43
Ann Arbor, Michigan is the home of the University of Michigan, a leading institution of higher education. Ann Arbor is a wonderful place to visit. The University is co-mingled with the city and greatly expands the cultural places and events available in the area.

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4611 | Votes: 10 | Rating: 2.20
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

Finding the Adventure in Travel Again
Written by: Helen Bergstein | Distributed: 2006-05-11 | Word Count: 718 | Page Views: 3527 | Votes: 13 | Rating: 2.77
If you want to experience adventure at every level of your next trip, you need to go beyond the usual resorts and places to stay. If you're like most travelers, personal safety remains a priority, especially in today's world. A growing number of savvy travelers have found the perfect balance between adventure and comfort.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4329 | Votes: 10 | Rating: 1.40
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4360 | Votes: 10 | Rating: 2.20
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

1569 Unique Ways To Get A Free Lunch
Written by: Steve Robichaud | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 2514 | Votes: 2 | Rating: 0.00
Everywhere you turn - T.V., Radio, magazines, or the Internet, someone is talking about government grants. What's the real story? Does the government give away real money, to ordinary people, to use for whatever they want? Let's take a closer look:

Don't Wait to Start Your Marketing Strategy
Written by: Jo Fulkerson | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 2853 | Votes: 2 | Rating: 0.00
Your novel is finished, youíve had it edited by a professional Editor, and youíve done the rewrites. What? You havenít had an editor edit your work yet? This is a must. There are many editors advertising in Writerís Digest.

NEVER Reply to an eGroup Post!
Written by: BIG Mike McDaniel | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 4031 | Votes: 2 | Rating: 0.00
eGroups are collections of people subscribed to a common (discussion list) address. When one member sends an eMail message to the eGroup address, it is automatically sent to everyone else on the list. As subscribers open and read their eMail, discussion threads take shape with additional posts and replies. The attraction of eGroups is the ability to join in at your convenience as opposed to the confinement of live chat rooms.

Reasons behind Shoulder Pain
Written by: Jessica Horowitz | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 3884 | Votes: 2 | Rating: 0.00
Pain between the shoulder blades, or any pain for that matter, is your body's way of notifying you that something is amiss. You should never ignore it and hope it will *go away by itself*. There are a multitude of possible causes of pain between the shoulder blades. We'll discuss common ones in this article and start with the most serious conditions first:

Effective Managers Need To Coach
Written by: Wendy Hearn | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 3364 | Votes: 3 | Rating: 0.67
Bearing in mind the fast pace of business today and the need to stay competitive, it's essential that managers should be effective. They need to be especially effective with their people and this requires learning to coach. For most managers, coaching has been added to their role anyway, but the majority haven't received any training in coaching skills.

Most Viewed "" Articles

TAKING RESPONSIBILITY - LIFE'S BIGGEST QUESTION
Written by: Richard Sparky Bryan | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 12817 | Votes: 2 | Rating: 0.00
When did Americans stop taking responsibility for their own actions? My friend agreed that the slide began in the late 1960's with the growth of the drug culture. But he was quick to emphasize that although the sixties began the slide, the real sharp slope did not arrive until the 1990's. Along about 1993, the slide began to sharpen. It was not until early 1998 that the slope became a steep cliff.

High Thread Count Bed Sheets. How Many Threads Does A Bed Sheet Need?
Written by: Liz Beresford | Distributed: 2004-09-14 | Word Count: 0 | Page Views: 5231 | Votes: 2 | Rating: 0.00
High thread count bed sheets, often called percale, are much advertised, but what exactly does 'high thread' count mean? You know that it means quality and comfort, but do you know why? It used to be considered good to have thread count of 180-200 but thread counts of up to 1000 are advertised these days.. So what is going on? Does high thread count always mean better quality? Is there an optimum thread count, and if so what is it?

Muzzling the Motor Mouths: Silence Workplace Windbags
Written by: Bill Lampton Ph.D. | Distributed: 2005-12-01 | Word Count: 0 | Page Views: 5115 | Votes: 3 | Rating: 0.33
During my twenty-three years in management, I dealt with blabbermouths frequently, so for the last ten years I have advised clients on how to silence the workplace windbags. Here are my suggestions for muzzling the motor mouths:

Better Than Botox is there a Safer Substitute?
Written by: Kamau Austin | Distributed: 2005-09-08 | Word Count: 0 | Page Views: 5037 | Votes: 2 | Rating: 0.00
Women since time immemorial have always looked for ways to enhance and prolong their beauty. This of course becomes more difficult as they age.

12 Ways to Promote Your Business And Website for Free
Written by: Ivana Katz | Distributed: 2005-03-29 | Word Count: 0 | Page Views: 4930 | Votes: 2 | Rating: 0.00
You are very excited!! You have finally created your own website!! But the trouble is customers aren*t knocking on your website door. Why? The most probable answer is...

Transform Your Work Area into a Homey Environment
Written by: Ted Roberson | Distributed: 2006-02-24 | Word Count: 0 | Page Views: 4924 | Votes: 3 | Rating: 1.33
Nothing enables one to think and work better than a comfortable working environment. Especially if you have a sedentary job, you've got to have little knick knacks around that will enliven your spirits or which you can look at for inspiration or just to zone out in relaxation.

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4611 | Votes: 10 | Rating: 2.20
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4360 | Votes: 10 | Rating: 2.20
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4329 | Votes: 10 | Rating: 1.40
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

NEVER Reply to an eGroup Post!
Written by: BIG Mike McDaniel | Distributed: 2006-05-07 | Word Count: 0 | Page Views: 4031 | Votes: 2 | Rating: 0.00
eGroups are collections of people subscribed to a common (discussion list) address. When one member sends an eMail message to the eGroup address, it is automatically sent to everyone else on the list. As subscribers open and read their eMail, discussion threads take shape with additional posts and replies. The attraction of eGroups is the ability to join in at your convenience as opposed to the confinement of live chat rooms.

Highest Ranked "" Articles

Finding the Adventure in Travel Again
Written by: Helen Bergstein | Distributed: 2006-05-11 | Word Count: 718 | Page Views: 3527 | Votes: 13 | Rating: 2.77
If you want to experience adventure at every level of your next trip, you need to go beyond the usual resorts and places to stay. If you're like most travelers, personal safety remains a priority, especially in today's world. A growing number of savvy travelers have found the perfect balance between adventure and comfort.

Building your Credit to get a Mortgage
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 840 | Page Views: 4360 | Votes: 10 | Rating: 2.20
You are thinking about purchasing real estate. However, you are not sure if your credit is good enough to get a mortgage. There are things that you can do to build your credit so that it is worthy of any mortgage that may interest you.

Flowers Are The Perfect Gift For Father's Day
Written by: Wesley Berry, AAF | Distributed: 2008-02-20 | Word Count: 486 | Page Views: 4611 | Votes: 10 | Rating: 2.20
Dads everywhere have Sonora Smart Dodd to thank for getting Father's Day started. In 1909, Sonora sat in a church in Spokane, Washington listening to a sermon expounding on the virtues of motherhood. But, as she sat there, she thought about how special her own father was since it was he who raised her after the death of her mother.

Ann Arbor, MI Offers A Lot Of Year-Around Family Fun
Written by: Jeb Maxwell | Distributed: 2010-01-20 | Word Count: 595 | Page Views: 3199 | Votes: 7 | Rating: 1.43
Ann Arbor, Michigan is the home of the University of Michigan, a leading institution of higher education. Ann Arbor is a wonderful place to visit. The University is co-mingled with the city and greatly expands the cultural places and events available in the area.

7 Tips to Hiring a Good DJ for your Party
Written by: Kamau Austin | Distributed: 2006-05-11 | Word Count: 563 | Page Views: 4329 | Votes: 10 | Rating: 1.40
If you want to have a party that everyone will be talking about for days and years later, hire a good DJ to run your music and light show. Hiring a DJ can actually be fun. Just follow these simple tips, and you are sure to have a fabulous DJ for your party.

Kick Off The New Year With 24 Hours of Motivation
Written by: Diana Barnum | Distributed: 2005-12-17 | Word Count: 0 | Page Views: 1052 | Votes: 5 | Rating: 0.40
Twenty-four hours can position you on the path to reaching your goals, aspirations and purpose.











Download an eBook today
 
Directory Navigation
Locate By Category:

ALL Categories
Arts & Crafts
Arts & Entertainment
Automotive
Business - Offline
Business - Online
Career
Computers
Education
Family
Finance
Food & Drink
Health & Wellness
Home & Garden
Humor
Internet
Nature & Pets
Real Estate
Religion
Self Improvement
Shopping
Society
Sports & Recreation
Technology
Travel & Leisure
Uncategorized
World Events
Writing & Speaking

Change Number of Results:
50 - 100 - 200 - 500
Article Reprint Rights
Creative Commons License

This work is
licensed under a
Creative Commons
License


You are not required to show the creative commons license notice when you reprint this work.
Article Statistics
Word Count: 0

Total Views: 2195

Article Rating: 3.50 of 5
Votes Cast: 2

More Articles By Author:



Last Distribution Date:
2005-11-17 23:13:36

Internal ID: #381





All Articles are Copyright © 2001-2019 of the Defined Authors.

All other material and images on this site are:
Copyright © 2001-2019, ThePhantomWriters.com