Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

Internal Customers

Internal customers are as important as external customers. Why is that? Internal clients are persons inside the company who are dependent on other persons within the company. Simply said, internal consumers are the employees. The group of internal customers includes everyone from the board and the managers all the way down to the low-level staff – in fact, especially the low-level staff since there are more of them.

The customer service standard for internal personnel is creating a united team that works with passion and expertise in order to maximize the benefits of the company’s goals while protecting the team’s wellbeing. It sounds complicated, but in fact all companies wish to achieve that. When we break the standard into guidelines, it becomes clearer and quite logical.

The common guidelines for companies trying to achieve excellent internal customer service are:

  • Durable and efficient relationships;
  • Dedicated, passionate team members;
  • Professionally trained employees;
  • Diligently and successfully executed tasks;
  • Secure employee wellbeing and working conditions.

These are the basic goals that any company tries to achieve in regards to its internal clients. However, most of the time these guidelines remain theoretical only, and few business owners maintain these internal customer service standards.

Firstly, a company must create a pleasant working environment with relaxing spots and designs that offer both private workspaces and social areas. Given the fact that employees have different personalities, a workplace should offer opportunities for all employees without discriminating. Especially these days, when the modern workday frequently implies 10 to 12 hours per day spent sitting at a desk and using the computer, companies are advised to invest in office designs that help employees stay healthy. Some companies have pool access or mini libraries; however, there are so many tasks to complete each day that after 12 hours, no employee has the energy to swim or read a book.

Over three billion people worldwide are employed in different working conditions; this means that over three billion people’s lifestyles are affected by their working conditions, and many struggles with health issues or family instability. Since all members of the workforce are internal customers of global business services, they are also consumers that can provide real and important feedback on the quality of a company’s services. When companies don’t pay serious attention to these billions of internal clients, social services as well as national economies deteriorate.

Secondly, a company should deliver service to its internal customers that positively motivates them and encourages them to develop. A large number of employees still change jobs after 3-6 months and have no financial stability, especially among young employees who are supposed to be sustaining the global economy and social services.

Thirdly, few companies bother with developing and maintaining healthy relations between employees, regardless of hierarchy. The results of unhealthy working relations are stress, anxiety and low performance. When a company fails to deliver excellent internal customer service, it ultimately fails to deliver external customer service. Business owners should try to satisfy their internal clients as much as the external ones in order to develop a progressive business culture and fulfill the company’s goals.

Finally, companies are responsible for educating personnel at all levels in offering excellent customer service through social skills and expertise.