Inside Information: Introduction (02:00)
A Stratfold Conferencing client is not happy with the conference the company recently organized. Department heads acknowledge the conference was a disaster but do not take personal responsibility.
What is Internal Customer Service? (03:48)
Components include: courtesy and respect, understanding each other's needs and working together. Lucy and Adam blame each other for the pricing discrepancies at the conference.
Meeting Internal Customer Needs (04:35)
Components include: cooperate and share information freely, follow through with promises, staff serve customers and staff, and managers serve everyone. Sarah and Lucy find communicating with Greg difficult; departments are not working together. Using email too often inhibits communication.
Components include: avoid technical terms and jargon, avoid "silo mentality," identify expectations, and remember face-to-face contact. Lucy and Sarah sometimes find Fiona unapproachable. Department heads discuss ways to resolve communication difficulties between departments.
Personal Support and Conflict (02:57)
Components include: be approachable and contactable, implement conflict resolution mechanisms, work together to solve problems, be flexible, encourage initiative, and offer praise. Communication between department heads significantly improves after the meeting.
Credits: Inside Information: Communication Classics (00:36)
Credits: Inside Information: Communication Classics
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