Welcome

Welcome to my first newsletter which I'm very excited about and hope you are too!

And I promise not to make it too long to read 😊

For my first edition I'm going to share some actions you can take if you are a business leader to achieve internal service excellence in your organisation.

But before I share those actions; you may be wondering why internal service excellence is important?

The importance of Internal Service Excellence

Of course it's important for your customer service teams to deliver great service to your customers, but speaking from my own experience as a call centre advisor, early in my career; I absolutely know how frustrating it is when you can't give a customer a specific timescale because you're waiting on information from another department.

Silos and a lack of collaboration and communication can and will have a negative impact on the service delivered to your customers.

Internal service excellence where all teams understand the impact they have on each other and the role they play in the end service delivered to customers, results in External Service Excellence.

If there are employees in your organisation who say "I don't work in customer service" or "it's not my job" then this is a sign that not everyone recognises the part they play on service delivery.

But there are some simple actions businesses can take to achieve internal service excellence.

Actions businesses can take to achieve internal service excellence:

1.Cultivate a culture of collaboration.

This can be achieved in 3 ways: a) Encourage cross-departmental project teams to tackle specific challenges or initiatives, fostering collaboration and knowledge sharing among employees with diverse skill sets. b) Implement a "buddy system" where employees from different departments are paired together to collaborate or provide support, promoting cross-team relationships and mutual learning. c) Host regular cross-departmental brainstorming sessions or idea sharing forums to generate innovative solutions and create a culture of collaboration and creativity.

2. Develop strong communication skills: a) Offer communication & service excellence training workshops to all teams, and include role-playing exercises to practice effective communication techniques, such as active listening and constructive feedback. b) Implement communication tools such as instant messaging platforms or project management software to facilitate real time communication and information sharing across teams. c) Provide opportunities for employees to participate in presentation skills and confidence building workshops, empowering them to communicate ideas confidently and persuasively to colleagues from different departments.

3. Develop empathy & understanding: a) Organise cross-departmental "lunch and learn" sessions where employees can share personal stories, challenges and experiences, fostering empathy and understanding among colleagues from different backgrounds & departments. b) Implement a mentorship program where employees are paired with mentors from different departments, providing opportunities for cross-team relationship building and knowledge exchange. c) Encourage job shadowing across teams and depts to help employees obtain a first hand experience of each other’s roles and challenges leading to more empathy and understanding of how their roles impact each other and customers.

Which of the above could you start putting into action today?

If you'd like to learn more ways of developing internal service excellence, you can grab my free Service Guide guide via the link below:

Free Service Excellence Guide

I'd love to help you achieve internal service excellence. If you want to find out more about ways I can help you elevate your brand, increase CSAT and reduce response times, check out details here: How to achieve internal service excellence

Or if you'd like to have a chat, get in touch via info@turnercorner.co.uk , or via Book a call

or send me a DM.

Look out for my next newsletter and do let me know if you found this one useful.