Meikah Ybañez-Delid over at CustServ had an insight from a recent customer service training at her company that we thought was particularly insightful:
The group only identified one type of customer, and that is the clients. These are the external customers. They forgot about the other type of customer that they also deal with every work day, and these are the internal customers. ... Internal customers take in the form of teammates, admin personnel, and support staff that they get and give information to and fro. Also, little did the group know that the quality of relationship they were having with these internal customers affect the quality of their relationship with their external customers, and vice versa.
Do you apply the same standard of care to your internal customers as you do your external customers? Something to think about.