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TVI INDIA
FI –Team
07-12-2012
Internal Customer Service
Is a person who comes to us with their needs and wants.
External Customer :- External Customer are those persons who comes...
Make “Customer Service” a Goal
By the end of this workshop, participants will be able to establish the standards and
systems that can make every internal...
B’coz
How we service each other is how we service our customer
Work for common Goal
 Encourage teamwork
 Improved work process
 Improve productivity
 Better quality
 Cost Saving
 Increase customer sat...
http://www.youtube.com/watch?v=G277C1ck9Hg
http://www.youtube.com/watch?v=FkATms
ULU-I
Internal Customer & Internal Service Provider are Two Side of
the Same Coin
Excellent Internal Customer Service
a. Greet me
b. Value me
c. Help me
d. Listen me
e. Invite me back
Set clear & Reasonable demands.
Discuss with the ISP .
P...
 Consider your colleagues as your customer.
 Be available & present for them.
 Be willing to share the companies goodie...
Improvement
Suppliers Input Customer
Feedback
ICS - FI Team
ICS - FI Team
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ICS - FI Team

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ICS - FI Team

  1. 1. TVI INDIA FI –Team 07-12-2012 Internal Customer Service
  2. 2. Is a person who comes to us with their needs and wants. External Customer :- External Customer are those persons who comes from outside to fulfill their needs.eg the common people. Internal Customer :- An Individual or a group of people you interact within the organization.. Aoc Vendor Govt Authority Distributor Banker’s Finance Logistics MarketingService Sales Aoc CUSTOMER
  3. 3. Make “Customer Service” a Goal
  4. 4. By the end of this workshop, participants will be able to establish the standards and systems that can make every internal customer feel SPECIAL • Speed And Time • Personal and Personalized • Expectations- Manage and Exceeds • Competency and Courtesy • Information • Attitude • Long-term relationship and follow through
  5. 5. B’coz How we service each other is how we service our customer Work for common Goal
  6. 6.  Encourage teamwork  Improved work process  Improve productivity  Better quality  Cost Saving  Increase customer satisfactions levels  Improved Personal bonding.
  7. 7. http://www.youtube.com/watch?v=G277C1ck9Hg
  8. 8. http://www.youtube.com/watch?v=FkATms ULU-I
  9. 9. Internal Customer & Internal Service Provider are Two Side of the Same Coin Excellent Internal Customer Service
  10. 10. a. Greet me b. Value me c. Help me d. Listen me e. Invite me back Set clear & Reasonable demands. Discuss with the ISP . Provide requisite Input. Understand Service provider Process. Define Timelines in advance. Don’t expect Exceptions . When the expectation fulfils ? What Internal Customer expect ? How to meet expectations? Open vision to the Common Goal of organisation. Understand Customer expectations. Negotiate Delivery dates and quality levels. Keep inform the customer about the project progress. Get out of ‘Silo’ – take a break with the Internal customers. Excellent Internal Customer Service
  11. 11.  Consider your colleagues as your customer.  Be available & present for them.  Be willing to share the companies goodies.  Exceed your employee expectation.  Communicate the company directly.  Say thank you.  Follow up & ask for their feedback.
  12. 12. Improvement Suppliers Input Customer Feedback

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