NINE (9) INDICATORS THAT AFFIRM EMPLOYEES AS INTERNAL CUSTOMERS
Employees form part in the process and dealings with
organizational produce and are referred to as internal customers in many
occasions. An internal customer is any member of an organization who relies on
the assistance of colleagues to fulfill their job duties. That includes every
employee and department of any business, from human resources to finance, from
sales to customer service, from custodians to the CEO, from vendors to
distributors and all the way up to the President of the company. Everyone in
the organization is a customer to someone else. Internal customer service is an
act that ultimately results in the ability (or inability) to provide excellent
service experiences to external customers. Below are nine (9) indicators that
affirms employees as internal customers.
Employees Knowledge on
Products and Services
Employees know more about the pros and cons of the product as
they are involved in the company. Since they are part of the company, they get
to know more about the products and services the organization offer to the
public. Knowledge on the usage of products beyond its advantages and
disadvantages on the final consumer, prices, target markets, and so on. With
this, their demands are influenced by their knowledge of products.
Employees get the product on cheap
rate and on fewer margins. Every company sees their employees as first contacts
in giving feedback on their products and services. Their feedbacks on products
and services are considered. Also, in as much as they are workers in the
organization, costs such as delivery costs are omitted they are given discounts
and in many other ways purchase products on cheap rates.
Employees are Given
Profit Benefits
Employees benefits in profits from the sale of products and
services. Employees are internal customers in the sense that, they are seen as
beneficiaries to the company. They benefit from the company in many ways
especially, in profits. They receive bonuses and other incentives that enable
and motivate them to patronize in the goods and services whenever their
organizations attain higher turnover.
Direct Link between the
Company and Customers
Employees are trained on how to deal with external customers
effectively. Employees as internal customers are involved in training in order
to rapport and strengthen their relationship with external customers. Since they
form part of the organization, they are required to be strong enough with their
dealings with external customers.
Employees, since they are part of the company and patronize
their products and services, they are entitled to recommend to external
consumers or customers. When products are not made to their satisfaction,
employees wouldn’t be able to speak well about the firms products to outsiders.
This may degrade the goodwill of the firm and that external customers may not
show great interest in their products. This may result in decrease of the
firm’s turnover.
They know well about the actual manufacturing cost and thus
they bargain with the organization to get the product on reasonable price. In
as much as employees buy from the organizations within which they work, they
are opened to the cost of production and other expenses. They are able to
determine original products and fake or less original from their costs of
production.
Internal customers may buy the product for not using by him.
Employees are internal customers since they are entitled to purchasing any
quantity of products and services at a lower price rate. They may buy the product
of the company but might not use it themselves. They either buy for resale or given
to others for use.
Employees are ambassadors apart from being an internal
customer. They focus on developing effective external customer service to help
organizations cut costs, increase productivity, improve interdepartmental
communication and cooperation, motivation, align goals, harmonize processes and
procedures, replace interdepartmental competition with interdepartmental
cooperation and deliver better service to the external customer. Excellent
service to the external customer is dependent upon healthy internal customer
service practices.
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