You may think you don’t need customer service training because you do not directly deal with external customers. Think again! Your customer is anyone who benefits from the work you do — or, conversely, suffers when your work is done poorly or not at all. Your work is part of a customer-supplier chain. It is not an isolated activity.
Consider what happens to your ability to do a great job when the following occurs:
You are a customer when you get material, information, or services from others in your organization or from an outside vendor. You are a service provider when you provide material, information or services to others within your organization or to external customers. Most employees have many more internal customers than external ones. Customer loyalty starts within the organization. It is not an isolated activity. Debra J. Schmidt will help you to recognize your co-workers as your primary customers, and teach you how deliver outstanding internal customer service.
