A topic that comes up frequently in these blogs, and among those in the CX community at large, is that your clients aren’t your only customers. Internal service, your communication with each other, and your efforts to maintain and grow a world-class internal culture, are examples of what it means to see each other as customers as well. Your clients and their end-users are customers, by definition, but how can you exemplify the excellent service you provide internally.
This effort starts at the top, with leadership being understanding and helpful in times of need:
- When you go to your manager because you have an issue with work, they’re doing their job. When you can go to that same manager about things that are external, and they offer the kindness of a listening ear, that’s above and beyond
- When leadership reminds you that you are appreciated – whether it's a comment or personalized card, this is an impactful gesture that is outside of the typical expectations
Further to that point, how you interact with each other on a professional and personal level is such a crucial piece of the puzzle. How are you making sure that your peers feel welcome in shared spaces, know that they are respected and valued, and know that they are important to the team and as humans?
FORD – Asking your colleagues about their family, occupation, recreation and dreams. Showing each other that you value what they do and who they are as people takes only a moment and yet the impacts are felt for much longer.
From day one to year ten, you can show your colleagues that they are all valued members of the team. Continuing to make all members of your team feel included, cherished, and welcome is so important, maybe more so now than ever before. Keep it up!
Interested in learning how to get your team Customer Experience trained? Reach out to our office at 905-228-4809 today!
