1. Internal Customers and Team
Work

2. Kanthi Basnayake

3. The Internal Service Rule

4. The level of external customer service will
never exceed the level of internal customer
service

5. Who are Internal customers?
Internal Customers are the people
who work for your organization and;
They depend on you and the work you
do in order to complete their own
tasks
Employees, team members
colleagues ect…

6. “What is a Team”?

7. Through all obstacles

8. Teams and
Organizational Effectiveness
Team
– A group whose members work
intensely with each other to achieve a
specific, common goal or objective.
– All teams are groups but not all
groups are teams.
• Teams often are difficult to form.
• It takes time for members to learn how to
work together.

9. Internal Customers and Teams?
To create positive internal customer
service, all departments work together
cooperatively, meet common goals,
agree on processes and procedures,
and negotiate expectations.

10. WHY? ?
Developing effective internal
customer service helps
organizations:
Cut costs,
Increase productivity,
Improve interdepartmental
communication and
cooperation,

11. Boost employee morale,
Align goals,
Harmonize processes and
procedures,
Above all deliver better service
to the external customer

13. Clarify Individuals Roles in Customer
Interaction

14. Establish Internal
Customer’s Trust and
Rapport

15. Listening Skills…

16. Give your customers „A damn
good listening to‟

17. Handle Emotions on the Job

18. EMPOWERMENT

19. EMPATHY

20. Responsibility and
Responsiveness

21. Track and Handle Complaints

22. Facilitate Process
Improvements
for Repeat Problems

23. WINNER?