External and Internal Customer Service Essay

External and Internal Customer Service Essay

Internal Customer Service

Internal customer service refers to various ways a business’s workers and management help their colleagues and teams to perform and attain set objectives. Essentially, internal customer service is focused on employees working within the business premises. I employ various approaches to provide excellent internal customer service to my colleagues. First, I lead as an example to my colleagues. One way to transfer skills and knowledge is by providing a reference point that acts as an example. Therefore, working as an example will offer my colleagues a reference point to help them manage and achieve their goals. Second, I provide a reward for best practices exhibited by colleagues. Notably, rewards motivate workers to act and display the desired behaviour of offering good internal customer service. Reward also includes rewarding undesired behaviour with punishment that helps correct them from working contrary to the desired way. Third, I treat my colleagues with high-level respect. Notably, this is so because respect is at the centre of excellent internal customer service. Finally, I train and manage my colleagues on the importance of excellent internal customer service, ensuring they know what is required of them and how to achieve it.

External Customer Service

External customer service refers to the process adopted by an organization to help entities and individuals from outside the organization acquire products, information, goods, and services. External entities and individuals can be businesses interested in contracting services, tourists, movie patrons, and shoppers. HubSpot is an example of an organization that provides excellent customer service. The organization specializes in inbound marketing and is highly recognized worldwide for its exceptional customer service. Notably, their customer service is highly recognized because it is simple to reach. Whenever posed to any customer queries arise, they have an extensive knowledge base that quickly provides solutions to customers (Lim & Heinrichs, 2021). For the company’s marketing, an active community component offers helpful insight regarding its service hub and sales and marketing. Additionally, the vibrant community has an educational platform called Hubspot Academy. An example of their excellent customer service is the “Ideas” section on their website, where customers’ opinions regarding improving customer service are collected and recorded.

The Impact of Social Media and the Internet on Customer Service

Social media and the Internet have changed customer service for the better. They offer an organization the ability to connect with customers in real-time. Traditionally, customer service was centred on telephone calls. However, social media and the Internet have improved, and businesses can interact with customers in real-time (Jaziri, 2019). Notably, this has led to increased sales and convenience. Social media pages like Facebook offer businesses a platform to interact with many customers simultaneously.

Social media platforms are also integrated with chatbots that respond to general customer concerns in real-time. In addition, social media and the Internet have helped organizations enhance their transparency, a crucial problem for customers today. For an organization struggling with its online customer service, the following suggestions can help. First, the business should establish the support required by its customers and create responses to the identified issues. Second, the company should offer multiple contact options for social media platforms. Third, the company could strengthen the customer service team’s skills by training them on effective ways to handle customer issues online. Finally, the organization should offer ways to collect customer feedback, as this will help identify areas for improvement.

References

Jaziri, D. (2019). The advent of the customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge. Journal of Business Research, 94, 241-256.

Lim, J. S., & Heinrichs, J. H. (2021). Developing context‐relevant project experiences for marketing analytics students. Decision Sciences Journal of Innovative Education, 19(2), 150-156.

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External and Internal Customer Service Essay

For this essay, you will explore both internal and external customer service and consider ways to provide excellent service to customers within and outside an organization. Your essay should address the following questions:
Explain your definition of internal customer service. How do you personally provide excellent internal customer service to your colleagues?
Explain your definition of external customer service. What is an example of an organization that you feel provides excellent external customer service? Describe this organization and how it provides excellent customer service.
How have social media and the Internet changed customer service? What suggestions can you give to an organization that is struggling with online customer service?
Your complete essay must be at least two pages in length. If used, adhere to APA Style when constructing this assignment, including in-text citations and references for all sources.