Imagine, if you will, it’s 5:25 p.m. nearing the end of a busy workday. A colleague is rushing to get an important package shipped out to client, and can’t find the right type of packing materials anywhere – not even in the mail room. You and several of your fellow employees pass by on the way out as this colleague frantically searches through the office for the necessary materials. How many stop to ask if they can help? Some? Everyone? None?
We hear from organizations we work with that scenarios like this happen every day in the workplace, with a wide variety of outcomes. In some organizations, multiple colleagues might notice the person in need and proactively offer their assistance to help make sure the package gets out the door on time, while in some others, the employee might not be given a second look. I’m sure we can all imagine the impact of these two different types of behavior, but why does this variation occur at all?
Through our work conducting Disney service training with business professionals around the world, we have seen that too many organizations tend to focus on service primarily as an external-facing effort—with exceptional experiences reserved for paying customers and clients.
At Disney Institute, we believe an organization must cultivate internal customer service with the same intentionality as external customer service. Not just the job of a single department, providing great serviceis everyone’s responsibility in the organization.
In fact, we have found over the years that the quality of service employees provide to each other within the organization, is critical to the way service is provided externally. The two are interdependent, creating a “virtuous cycle” that feeds off each other.
Here are two reasons to consider this “virtuous cycle” in your workplace:
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Author: Digital Dealer
Digital Dealer exists to help dealers and their managers sell more vehicles more profitably by creating the best live events and media in the industry.