SERVICE SUCCESS BEST PRACTICES
EXCEPTIONAL INTERNAL CUSTOMER SERVICE SUPPORT
The way we internally meet the needs of each other directly impacts our ability to serve the external customers of PRCS and exceed expectations. Taking care of other employees through excellent internal customer service positively impacts our department’s culture and working environment. It is important to value other’s work, input, and ideas.
BE SPECIFIC AND DEFINE ROLES OF TEAMS
Divisions, programs, sites, and teams need to understand their role and function within the Department, recognizing that each employee has skills and a purpose that can serve others internally. Each position benefits the department as a whole, and while some are dedicated to internal support, everyone has the responsibility of exceptional internal service.
BE CLEAR AND SET EXPECTATIONS
Internal teams in PRCS should collaborate to set clear expectations, including specific anticipated timelines for problem resolution. It is important to be honest, timely, and transparent about the resolution process so other employees can plan their workflow accordingly. Being clear with others also means using jargon only when appropriate.
BE MINDFUL AND BUILD RELATIONSHIPS
Internal customer service helps to build stronger rapport between employees. While the internal service should be friendly, employees should also be aware and sensitive to others and the timeline of the tasks to be accomplished. Relationship building provides space to ensure others have what they need from you to be successful.
BE SUPPORTIVE OF EMPLOYEE GOALS
Understanding the goals of other employees will help internal teams effectively solve problems and reach goals. Be supportive and considerate; always assuming positive intent will allow better collaboration. Supporting each other internally gives PRCS the ability to serve external customers with excellence.
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