The way I serve internal customers is by educating myself on the different roles for each department. So if I have to go to each department manager to understand the roles of their department. To improve my interactions with interanl customers I would say response to their email within 24 all the time.
The school I work for is very small so it is very easy for us to communicate internally. We have meetings twice a month with all the respective directors as well as within the team for which I work. We all have an open door policy to keep each other abreast of any issues with students, faculty or curriculum. I believe the only thing that could benefit our current internal customer service is to have more campus meetings to include faculty and staff. This could occur quarterly. Being as we are so small and we all have some of the same problems with students and facilities, it is my belief this would be entirely beneficial.
I think there is a lot of room for improvement at our school. I've received feedback over the phone from clients that our online booking system is confusing, yet we still use that system. I think if management were more open to marketing possibilites(think outside their box) and asked employees more questions (like...what would help you succeed with our goals?) I have noticed company moral go down when employees aren't given a chance to give feedback or if they do, it's not heard. I think acknowledging that they're an important part of the team and being noticed for doing a good job does wonders for company morale. I think low moral is a suble poison that affects everyone and the students can sense that. I also agree with using evaluations to gauge whether or not we are exceeding student's and staff's expectations.
Our school conducts daily meetings, called huddles. This provides an opportunity to meet face to face and address mostly student concerns, but also offers an opportunity to discuss any other issues. If we're able to resolve the siuation quickly, we do. If, however it's more involved, a meeting is set up generally the same day.
We must take time to think about who should attend any meeting. Is everyone in attendance who might be affected by decisions made in the meeting? Done properly, this type of strategy (inclusiveness) will bring a staff closer together.
When we recognize people for their exceptional service we have the opportunity to create more exceptional service. The person being acknowledged will likely want to continue what they are doing, and others may model that positive behavior. Great ideas! Thank you for sharing.
It's great when you can rely on the other departments and work as a team to benefit your students/customers. How do you think a post-start meeting can benefit both the internal team and the external customers?
The benefit of a small campus is that it can be easier to get to know the entire team if you choose to do so. How do you think building a better relationship with your internal customers will benefit your external customers?
Acknowledge them for a job well done and reward. Something as little as a hand written note, lunch, snack or evening a recognition during a staff meeting.
I try to be friendly and helpful to my other Departments. I know that I rely on them to be sucessful in my position and they upon me for their sucess. I feel that there is always room to grow and meetings to discuss "how things went" on a start is helpful for improving cross-department interaction.
Our campus is pretty small and it is easy to see other departments by walking down the hall. I feel that I am able to serve other internal customers when something is needed between departments.
I feel that I could improve service to internal customer by getting to know internal customers a little better personally. This would help to build a better relationship so I would be able to provide better customer service to our internal customers.
Jason,
Can you give us some specific examples of how you serve your internal customers?
Dr. Jean Norris
You bring up an interesting point and one that I think many find challenging. How do we maintain high levels of customer service to our internal customer during busy times? What ideas do you and others have?
Recognizing staff and team accomplishments, especially as perceived by peers, can grow the level of internal customer service your team delivers. I think you're right, the feeling of recognition can translate to the level of service your team provides to your students. Thank you for your contribution to the forum!
I have implemented an above and beyond program for my staff. Each month a staff member is nominated by fellow staff and is chosen as the above and beyond staff member of the month. This person is invited out to lunch with me (the director). I strongly feel that staff morale and recognition help to improve internal customer services. If the staff is happy and feel that they are recognized this behaviour in turn will reflect on the students as well.
we try to serve our internal customer well however, in busy times i think the level of service drops. I think that by expecting everyone to maintain the same service within the departments might will help
i try to serve them well and always have open communicaton within my school
Allison,
Great job! Can you share some best practices for the benefit of others?
Dr. Jean Norris
I think the best part of working at my school is our ability to communicate. I think we do a great job at serving our internal customers. We are always in constant communication about what we are doing, what we can do better, and how to do it.
It sounds like a great environment and that customer service begins from within at your institution. Keep up the great work!
Our school is involved with each other by having weekly meetings. We discuss everything from statistics to having a potluck. By continuing the education of ourselves and what happens on a daily basis is key to keeping great customer service with each other.
