Why Outstanding Internal Customer Service is Powerful

Why Outstanding Internal Customer Service is Powerful

The Importance of Internal Customer Service Everyone who has ever had a job understands what customer service is and why it’s important. Great customer service keeps the cash flow up, and bad customer service interrupts it. But, who is your customer? If you’re not leading a “client facing” team, do you even have a customer? Most likely, the answer is yes. Despite the fact that you may or may not deal directly with the consumers of your product or service, you do deal directly with at least one other team or group. That “at least one other team” is, in fact, your customer. Identifying Your Customer If you don’t deal directly with the customers outside of the business, you deal with customers inside. You may be thinking, “Wait, if they’re inside the business, they aren’t really a customer. They’re a co-worker, right?” Sure they are, but that doesn’t mean they aren’t also a type of customer. If you consider that a customer is someone you provide a service to, then you have to include those customers whom you work with internally. For examples, if you work for the IT department, then you provide a service to anyone who uses technology within the company. Most likely, the vast majority of people at your place of work use a computer, printer, or phone. All of these people should be considered your team’s customer. A Brilliant Assist is Part of Making the Goal Imagine if any inquiry made of you or your team was treated as a customer request rather than an annoyance. In that case, you would make that request a priority, and...
4 Skills to Speak with Clarity in Tough Conversations

4 Skills to Speak with Clarity in Tough Conversations

Miscommunication… What an annoying word! We hear and experience it all the time, with seemingly no end to the “mis-” of it all. Miscommunication is inevitable when we’re dealing with people. Right? Maybe not. Being human guarantees we won’t “get it right” 100% of the time—it also means we strive to do and be better, so if we can reduce the amount of miscommunication on our end of things, we can contribute to the general death of “miscommunication”. Though there are many things contributing to poor communication, speaking with clarity—our message is delivered inline with our intentions—goes a long, long, long way in preventing drama and repetitive conversations. There are 4 skills we can employ to speak with clarity when conversations get tough: Story ≠ truth Say what you mean Share how you got to your conclusions Do NOT exaggerate Reflecting on the previous night’s events, Patrick shook his head in disbelief.  He estimated a single email had blown up to at least 20 emails, 5 phone calls, 20+ texts, multiple hallway conversations, snaps, instant messages, etc.  Not good for his career. Unfortunately, we tend to kick up a lot dust when it comes to tough conversations.  Rewind back 12 hours.  Patrick was running the night shift.  After he had the team settled in on the schedule and made his rounds he sat down to catch up on emails.  Shortly after he began a new email popped up from the night operational administrator, Cindy.  It was short and direct.  “Prep room 8015 on the East wing.  We have a VIP arriving tomorrow morning and that room is to be held for them.”...
Boost Engagement and Productivity with the Trybal Gratitude Journal

Boost Engagement and Productivity with the Trybal Gratitude Journal

We are excited to introduce the Trybal Gratitude Journal, authored by our founder Alexsys Thompson. We are the catalyst for the national gratitude movement and would love for you to take part. A gratitude practice has a direct impact on the wellness of you and your teams. Lexy is quoted in the Forbes article “14 Employee Well-Being Initiatives That Will Boost Engagement And Productivity” on this very topic. 12. A Gratitude Practice Gratitude in action. I have found that this practice yields a high level of awareness that may not have existed prior. Following awareness, actions begin to align with desired outcomes. The result is that gratitude turns into personal accountability. Move it into action so others can experience it, and organizationally, both mental and physical wellness are positively impacted. – Alexsys “Lexy” Thompson, Forbes.com We are donating 100% of the profits of the journals presales to Houston Charities for our recovery from Harvey. As a bonus Lexy is offering a 30 minute video for groups of 12 or more to get inspired to start their gratitude practice. Need a micro team building activity? Here it is! BUY THE...