Internal customers

Defining Internal Customers

• Internal customers are individuals or groups within an organisation who rely on the services provided by others in the same organisation.
• Departmental collaboration often results in an internal customer-supplier relationship.
• Every department in an organisation can be viewed as a service provider to other departments that use their output.

Importance of Serving Internal Customers

• Just like external customers, internal customers have needs and expectations that need to be met.
• Satisfying internal customer needs often directly impacts the level of service ultimately provided to external customers.
• Effective service to internal customers can lead to increased productivity and better work environment.

Identifying the Needs of Internal Customers

• Communication and consultation are key to understanding the needs of internal customers.
• Regular team meetings, surveys, and face-to-face discussions are common tools for identifying internal customer needs.
• The needs of internal customers can be as diverse as those of external customers, and may include requirements for data, materials, tools, or information.

Managing Disputes between Internal Customers

• Conflict resolution skills are essential when dealing with disputes between internal customers.
• Mediation, involving a neutral third party, can often help to resolve disputes.
• Giving equal attention to both parties and encouraging open communication can help in resolving disputes effectively.

Feedback and Continual Improvement for Internal Customer Service

• Regular feedback from internal customers is crucial for continual improvement in service.
• Recommendations from internal customers can help in developing strategies for better service provision.
• The introduction of new services or improvement of existing services should be based on the feedback and needs of internal customers.