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.