Creating A Culture of Internal Service Excellence

Organisations can only truly be effective in delivering exceptional service to their external customers if their internal customers are treated with the same standard of service. Everyone in the organisation plays a key role – irrespective of whether they are front-line or not. 

For instance, without ongoing support from internal business units such as HR, Finance, IT, front-line service staff would become extremely limited in dealing with external customers on an on-going basis.

Furthermore, there is the issue of culture. The experience customers get when they interact with your employees is almost always a reflection of the culture within your organisation. For organisations to deliver exceptional world class service to their customers they must first start from within.

They first need to create a culture of world class internal service before they can deliver world class service to their external customers. There must be a culture where everyone in the organisation treats their team members and colleagues as ‘internal customer’ – customers whose expectations need to be met and exceeded. 

Achieving this goal means that everyone in the organisation not only understand and appreciate the impact they have on the customer value chain but the impact they have on their colleagues within the customer value chain.

The quality of service delivered to colleagues and other departments within the organisation ultimately impact the quality of service the external customer receives. 

And the quality of service the external customer receives not only impacts their perception of our brand but will determine whether of not that customer will return and will eventually impact bottom line profits.




High-performing organisations understand that there is a direct relationship between their ability to deliver world class service to their external customers and the quality of the internal service standards that exist within the organisation. They know that they cannot be customer-focused unless they are first people-focused. 

Everyone in the organisation plays a key role in the customer value chain and they need to support each other to ensure that the external customer who eventually receives the product or service, is not merely satisfied but delighted.

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