Judy Dobles, General Management Consulting

YOUR TOUGHEST BUSINESS CHALLENGES SOLVED.

Recent Posts

Categories

  • A lot of emphasis is placed on creating a customer 1st focus when dealing with external customers.  It is not always clear, however, what it means when you are part of an internal support organization such as finance or human resources.

    As a member of an internal support organization, most likely you are a technical expert in your field.  When you interact with others outside of your department they will not have the same knowledge and expertise that you do in your field.  However, no one works in a vacuum.  All functions are inter-linked with the overall end-to-end enterprise process.

    Here are six steps that will carry you a long way in terms of delivering exceptional internal customer service.

    [1] Understand what the information you are providing will be used for. It is very easy in the rush of day-to-day work to not ask clarifying questions.  Be sure to ask enough questions so you provide the right information the first time.  By doing do you prevent re-work.

    [2] Share your knowledge with the department so they grow and learn.  For example – in finance it is easy to rely on policies and procedures and tell other groups what they need to do.  However, explaining “the whys” helps others understand.  Additionally, you may discover a policy or procedure that needs to be revised or an exception that should be granted due to business circumstances.

    [3] Agree up-front on timing and deliverables. Then ensure you deliver on-time.  One key advantage of setting expectations up-front is the ability to iron-out differences immediately.

    [4] Ask for feedback on how to improve both the deliverable and the interaction with the individual or department.  Asking for feedback does not mean you have to comply with every request but it opens up a dialogue. You can then commit to an agreed upon improvement.

    [5] Visit “the shop floor” and get to know the business you support.  The more you know the business, the better you will be able to anticipate their needs.

    [6] Eliminate surprises to the best of your ability.  Business by its very nature can be unpredictable.  However, in that rare case where you cannot meet a commitment, do not wait until the precise time it is due to tell your customer.  Let them know the moment you do.

    What actions have allowed you to deliver exceptional customer service?

    No Comments