Quality in Internal and External Customer Service
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Journal Entry on Quality in Internal and External Customer Service
Quality can be described as the level of satisfaction and experience a consumer gains
while using a specific product or receiving a particular service. On the other hand, internal
customer service refers to the assistance and support given to the people within the corporate
firm by co-workers. I deliver high internal customer satisfaction levels as I authentically
communicate with the team members to ensure that everyone fully understands the objectives
and expectations. Teamwork is essential here because the collaborations also influence efficiency
and resultant solutions. As for time management, I can also arrange the priority of the activities
and determine time-sharing for meeting deadlines and providing necessary support to colleagues,
which contributes to forming a punctual and teamwork-oriented atmosphere.
Meanwhile, external customer service is the support and service offered to the
organization's customers who are from outside. An excellent illustration of outstanding external
customer service is Amazon. This is facilitated by a swift response to clients, an easy-to-navigate
website, and timely fixation of hitches. Punctuality is essential in their operations since timely
delivery and processing of returned or defective products boost the customers' confidence in the
business. It is wise for Amazon to say that it will strive to understand its customers and ensure
that they are satisfied with the levels of service offered in the market.
Social media and the internet have disrupted this by creating new prospects and risks.
Social media users engage on a real-time basis. Hence, the business can efficiently respond to
customers' complaints. But this also implies that when people share experiences, it can be
harmful, damaging a company's image. Thus, companies should remain alert and professional,
using the mentioned tools to improve customer relations. More information and choices also get
passed to the customer via the Internet, increasing their expectations of quality and service
delivery. Organizations must be learning organizations and ensure they fulfill these dynamic
expectations to be effective.
To sum up, internal and external customer service significantly contribute to the
functioning of an organization, calling for communication, collaboration, and time management
skills. Some examples include Amazon, which delivers incredible external service, social media,
and the internet, which call for sensitivity and cheap ways of responding to customers. Desiring
high-quality service will guarantee customers' satisfaction and loyalty, hence the business's
success and reputation.
