This means if one department, individual or process within an organization supplies another such within the same organization with goods, information or services then the latter is described as the internal customer of the former. For example, a dispatch department may be the internal customer of a packing department, which in turn may be the internal customer of the manufacturing process. External Customers:
External customers are those persons who come from the outside to fulfill their needs. E.g. the common people --------------------------------------------------------------
Internal customers can are any persons who either works for an organization & serve people that are not employed by that organization. The Staff External customers are those whom do not work for the organization, which are buying a product/service to fulfill a need. -------------------------------------------------
Internal & External Customers| |
Internal CustomersAn internal customer can be anyone within an organization. It could be another department, another branch or even a co-worker. Many departments deal with customers within an organization. For e.g. the testing department of an IT company tests the software created by developers of the same company.The developers are the customers to the testing team within the company. Just as external customers are important to an organization for its success, the internal customers must also be kept happy for the well-being of the organization. High customer satisfaction is as important for internal customers as it is for external customers. The difference is that internal customers don’t have choice. If the work of a particular department isn’t acceptable by another department, they can’t simply fire the department and look for another to finish the task. For a successful internal customer service, all departments must be able to work together productively and co-exist peacefully, to meet common goals, which will lead to better quality products and service for external customers.External CustomersAn external customer is one who isn’t a part of an organization, rather is one who receives service or product from the organization. They are the ones who pay for a service or product and can make or break an organization. They have a choice. If a particular product or service does not please them, they can easily find another company that offers a better product or services.Key to External Customer SatisfactionAn effective External customer service depends wholly upon excellent internal customer service. The customer must be the number one priority for a business. Though this essentially means the external customer, if internal customer service is ignored, it can directly affect external customers. This is what most companies don’t realize. Many companies spend a lot of money on external customer service hoping to attract new customers and retain old ones. However, all this is to no avail if internal customers are not satisfied.Good internal customer service starts with happy employees. Are they satisfied with their jobs? Do they understand the organization’s vision? It is important to consider your employees as your customers. They must feel that they are as important to the organization as external customers are. Share your vision with the employees to motivate themThe better you treat your internal customers, the better external customer service you will get. Satisfying your internal customers can be the best way to generate a productive output from them. It can help an organization cut costs, improve communication between different functions, raise employee morale and thus deliver exceptional external customer service. A summary of steps to improve Internal Customer Satisfaction is given below * Treat employees as you would treat your customers – They are valuable members of yourorganization and they must feel important for the organization. * Share your vision –...