Unit 328 plan and organise meetings

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Unit 328 – plan and organise meetings

1.1

Can you describe what is meant by internal customers?

An internal customer is a customer within the organisation (e.g. employee) or directly connected (service provider). Internal customer service needs to be high quality as this reflects the quality of service they provide to external customers. This can be done through good communication between internal customers, reducing frustration between colleagues which can affect service of external customers – risking damage of image.
2.1

Can you describe the products and services offered by own organisation to internal customers?

Customer service – helpful to all internal customers as they analyse what is needed from a customer query and direct them to where is best to go for their desired needs.
HR – they look after staff regarding their welfare and any other issues they may have so that staff feel looked after. They do this whilst following the organisation procedures and policies,
IT team – provide help regarding the organisations systems e.g. telephones, computers, laptops, date storage and security, networks, aiding customers to use it correctly improving their quality of work.

3.1

Can you explain the purpose and value of identifying internal customer needs and expectations?

To provide high quality service the requirements and needs of customers need to be identified to decide which course of action is best to be taken. Communication is important to find out how to serve them in the best way possible. Internal customers help bring in external customers which the organisation thrives on. It helps to keep employees happy – improving their quality of work. It also improves the organisations image as they show they take an active interest in the well-being of customers, making customers loyal.

3.2

Can you explain whey customer service must meet or exceed internal customer expectations?

It helps with overall success of organisation. It increases employee

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