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

Internal customer may be the middle man between the company and the External customer. Employees have a direct link to the external customers and the quality of product or service they receive. Whether the internal customer is the receptionist (the supply chain starts with her so it’s best not to overlook her), the warehouse manager or the call center representative, every person in the supply chain is important to delivering a great product or service.

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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