Category: Internal Customer Service

Most People Don’t Get That They Have Internal Customers


I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers.

The Importance of Follow-up

I love me some basketball. (#Thunderup) Follow-up is like an alley-oop on the court. An alley-oop in basketball is an offensive play in which one player throws the ball near the basket to a teammate who jumps, catches the ball in mid-air and puts it in the hoop before touching the ground.

If a co-worker reaches out to you for research or response (that is, throws you the ball near the customer’s point of need), you need to run with the task (with a sense of urgency) and put the ball in the bucket. Meaning, you make that call, do the research, or whatever, and you close the loop by letting your colleague know you’ve followed through.

It’s Bigger Than You

The 3 Fundamentals Everyone Always Forgets with Internal Customer Service


I do an exercise in my workshops using a pole. I tell participants to lower the pole to the ground. I give them two rules: The pole can’t lose contact with their index fingers, and they can’t use gravity to pull the pole.

This exercise is hard. Everybody’s focused just on their small section of the pole.
But, they figure out that to lower the pole, they must focus on everybody, not just their section.

This activity helps improve internal customer service. Just like with the pole, a good internal customer experience requires people to focus beyond their own tasks. You have to think broader.
When everyone focuses on the bigger picture, the result is an extraordinary external customer experience.

Here are three keys that will help improve your internal customer relations, which enables you to deliver a better external customer experience.