There are internal and external customer-supplier relationships:
With my MP3 the customer service center exists for the purpose of serving its customers. The whole center is involved in a collaborative process to meet its customers’ needs. In addition to the external “real” customers they also have internal customers. Within the service center they relate to each other and also provide services to each other. Often the needs of the “internal” customer compete with the needs of the external customer. The question arises, how do we balance the internal requests for service with the demands and needs of their real customers?
The way I look at this issue is: If the providing service to you internally enables you to meet the needs of the external customer, then I will treat your request the same way that I would treat a request from an external customer.
With my MP3 the customer service center exists for the purpose of serving its customers. The whole center is involved in a collaborative process to meet its customers’ needs. In addition to the external “real” customers they also have internal customers. Within the service center they relate to each other and also provide services to each other. Often the needs of the “internal” customer compete with the needs of the external customer. The question arises, how do we balance the internal requests for service with the demands and needs of their real customers?
The way I look at this issue is: If the providing service to you internally enables you to meet the needs of the external customer, then I will treat your request the same way that I would treat a request from an external customer.
It’s all about the customer. My number one priority as a service center has got to be the customer.
Now, beyond servicing the needs of the customer, there is also a need to maintain harmony within the organization. The real customer will always be my number one priority. The internal requests for service that don’t relate directly to servicing the customer will be the second priority.
Its not that they ignore internal requests for service; there are things in any job that we have to do in order to adequately meet the requirements of the position. Not all of these things may relate directly to servicing the needs of the “real” customer. Those things needs to be addressed, but not at the expense of our core mission.
Its not that they ignore internal requests for service; there are things in any job that we have to do in order to adequately meet the requirements of the position. Not all of these things may relate directly to servicing the needs of the “real” customer. Those things needs to be addressed, but not at the expense of our core mission.
If you are making a request internally for service, especially if you want it to be a high priority, remember that the external customer gets first priority. Unless your request relates directly to servicing their needs your request should only get second priority at best.
If we all had lots of time and unlimited resources, this would not be an issue. But when time and resources are tight, we have to set priorities. With a service center, we exist because of the needs of the customer; therefore, priority has to be given to them. My rule of thumb is: Never sacrifice the needs of the external customer. Work to keep harmony within the organization but never sacrifice the real customers.
If we all had lots of time and unlimited resources, this would not be an issue. But when time and resources are tight, we have to set priorities. With a service center, we exist because of the needs of the customer; therefore, priority has to be given to them. My rule of thumb is: Never sacrifice the needs of the external customer. Work to keep harmony within the organization but never sacrifice the real customers.
So if ones read these texts one should realize how could be the customer service work with the customers with my Mp3.
1 comment:
The explanation is on the way.But should be bit more deatailed.
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