Tag: internal customers

Feb 14, 2016

Admin

Internal Communication In my role as an operations consultant, one of my primary goals when on a client assignment is to ascertain the level of internal communication across departments. I believe this is important as the level of service received by the paying customer is directly impacted by how well internal departments communicate with one […]

Nov 13, 2015

Admin

As a consultant, I get the opportunity to spend hour upon hour inside client companies interacting with employees at all levels. The one thing that stands out most is the different company cultures and the impact on the customer’s experience. I have witnessed employees interacting with one another in a jovial manner. I have also […]

Mar 05, 2015

Admin

As I sit in the front area of a client’s business watching the walk-in traffic, one effect is constant – the excited look on most customers’ faces! This client is a bakery and their products are beautifully displayed in glass cases. I’m watching crazy customers’ eyes widen as they approach the product cases. Some laugh […]

Jan 05, 2015

Admin

While on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of a scenario where customers make purchases and are promised a 24hr installation of the product by one department, when in fact, the department in question had no idea if the promise could be […]