Understanding the meaning of internal customers 

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1.1 Describe what is meant by internal customers 

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Internal customers means: 

A customer who works for your organisation. an individual or department drawing on the function or service that you or ypur department provides to your organization 

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2.Know the type of products and services relevant to internal customers 

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2.1 Describe the products and services offered by own organization to internal customers 

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( This is based on the organisation i was working for when doing my apprenticeship but each organization s similar ) 

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There are many different types of products and services that are offered by the company i work for to internal customers services below i have made a short list of the products and services we offer:

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Customer Service :is the service provided to customers, they are the first person you will speak to in the organization, they take your name and number and ask what it is regarding and who you are calling for and then transfer you to the relevant person 

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Human resources: is the set of individuals who make up the workforce of an organization, business sector or economy, they deal with problems or queries you have and try and solve them for you 

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ICT: The team helps us with our day to day operations on the system. They deal with issues related to computers,networks,services and other peripheral devices connected to the network, they also hep with any problems with applications in the system. ( you can also explain what you use ICT for ) 

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3. Understand how to deliver customer services that meets or exceeds internal customer expectations 

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3.1 Explain the purpose and value of identifying internal customer needs and expectations 

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The Purpose and value of identifying external customer needs and expectations are:

• You need to gain a competitive edge where you attract more customers and internal customers help the organisation bring in external customers 

• You provide the right product or services that meets customers needs and expectations

• It shows the customers that the organization cares for them  and improves the quality and reputation of the organization and also customers become loyal

• Motivated, well maintained staff= better relationships, more staff are loyal

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3.2 Explain why customers service must meet or exceed internal customer expectations 

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Customers service must meet or exceed internal customers expectations as by meeting or exceeding the customer expectations it will:

• Help with the organizations success

• increase the satisfaction of the employees

• make the customer or employees satisfied and content

• The employees and the customers are happy and will therefore like coming to work and will go that extra mile to finish of tasks and achieve goals and customers will keep returning to organization  

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3.3 Explain the value of meeting or exceeding internal customer expectations 

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Meeting or exceeding customer expectations helps the customers gain confidence in the organization,feel valued and cared for and they are loyal and innovative.In order for internal customers service to be excellent, employees need to support each other and work towards goals. Customers will recognize that the organization is good and keeps the customers happy and the benefit of valuing the customers will be quality customer service and sales will increase making profits go up.

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3.4 Explain the purpose and value of building positive working relationships 

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The Purpose and Value of building positive working relationships is that :

• We learn from others which add to our knowledge and understanding

• We are exposed to new ideas,information and perspectives

• We learn to listen to each other and we improve our listening and people skills

• Helps with team building and joint activities

• We can motivate each other

• We can identify each others strengths and weaknesses,understand each others beliefs and values 

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4. Understand the purpose of quality standards and timescales for delivering customer services 

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4.1 Identify quality standards for own organizations and work 

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Quality standards simply means that you have set a high standard fir task,products or projects that need to be completed.Quality is vital because getting things right for the first time eliminates the cost of putting things right the second or third time 

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4.2 Explain the value of agreeing quality standards and timescales 

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The value of agreeing quality standards and timescales are:

• It helps the organization to focus on the needs of the customers, as they know what needs to be done to what standard and when

• it encourages improvements in services and also ensures consistency in services

• They follow SMART ( Specific,Measurable,Achievable,Realistic and Time-Bound) objective

• Helps to focus on the needs of service users,set and maintain standards for each service provided

• Helps one to close voids in the service process or performance and also look for areas of improvements

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4.3 Explain how to set and meet quality standards and timescales with internal customers 

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• Focusing on the customer and find out what the customer expects , or what the customers needs are and what matters to them

• Improving the trust between the organization and the customer

• improving communication with customers

• working as a team to make sure that standards have been met 

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5. Understand how to deal with internal customer problems

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5.1  Describe the types of problems that internal customers may have 

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• Being asked to do a particular task but now knowing how to do it, due to lack of training being given

• Equipment not working/faulty

• Technology/software slow

• Loss of documents

• no stock 

Lack of communication within the workplace 

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5.2 Explain ways of dealing with problems

 

There are many different ways of dealing with problems at work such as :  

• Speak to a manager or supervisor: After listening to your problems,they may be able to speak to the person who is treating you unfairly and take appropriate actin to rectify the situation,if it is a technology/software problem they may contact the relevant person to rectify the problem

• Referring to the procedures and policies: Most workplaces have written policies and procedures you can follow to try and solve problems at work 

• Talking to the person: They might be unaware of how there behavior has affected you,if you can,approach the person ,tell them how they have made you feel and ask them to stop, the problem then can be resolved quickly and easily 

• Do it yourself: if there is a problem that can easily be fixed such as no paper or no ink then you can change it yourself 

• Asking for help: The best way to deal with a problem is by asking for help from either a work colleague or your supervisor 

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5.3 Explain the purpose and value of a complaints procedure,if applicable 

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• It Provides a formal route to address concerns and any problems that may or has occurred in the work place,complaints procedures allow you to sort concerns out and problems in a professional manner 

• They ensure that complaints are considered fairly ,dealt with at once within the agreed timescale

• Helps resolve complaints/problems without damaging work relationships

• Helps with confidential

• Helps reduce bullying,harassment and victimization at work 

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6 Understand how to monitor and evaluate internal customer service and the benefit of this 

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6.1 Explain the purpose and benefits of monitoring internal customer satisfaction and how to do so

 

•  Improve customer service skills within the organization

• The organization improve its working standards and service delivery

• Internal customers have a feeling of security

• The customers feel valued 

• Improves performance of the organization 

• Customers know that their thoughts are listened 

You can do this by:

• Receiving feedback from staff

• Listening to your staff

• Getting engaged with the customers,asking them questions about the organizations 

• Providing surveys,question etc

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6.2 Describe techniques for collecting and evaluating customer feedback

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• Suggestion box : This box can be kept at reception or nearest the entrance into the organization and customer can drop in suggestions anonymously into the box about any issues,enquirers or improvement necessary. These can be collected on a regular basis and discuss in meeting to decide on the best possible results 

• Feedback or evaluation sheets: These sheets can be sent out to customer or kept available on the internet,so that customers from various departments can answer questions in that from or write down suggestions based on there experience with the service,performance of the organization and the way they feel or are treated by the organization in every aspects

• Using Websites : Websites that allow you to write reviews such as http://www.reviewcentre.com

• Questionnaires: These can be again sent out by email or by post and even by phone, customers can choose to anonymously answer questions just giving information about the department or directorate they work for.

• Using Social media: A lot of companies have started using social media websites such as Facebook and twitter etc which people ca use to comment on hat they think of the company 

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6.3 Explain the benefits of continuous improvements

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• Leads to a better results in the business when it comes to cost,productivity,timescales,profit and delivery

• It improves customer satisfaction

• Helps customers improve performance and helps the organization to improve its performance

• Helps teamwork and team building

• Motivates work within the organization 

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