KEY FACTS - Working with others

Key Fact: Internal relationships are often as important to effective customer service as the relationships established with external customers. Often the end service provided relies on more than one department within an organisation. Effective customer service teams are the ones who communicate well with other parts of the organisation.

• Ineffective communication between departments and failure of others to return call-backs is a major cause of complaints.
• When advisers see problems they generally lay the blame at the door of others. It’s only by encouraging them to consider what action they can take to resolve issues that they begin to accept ownership of issues for themselves, which then leads to constructive action planning.
• The same behaviours that ensure effective communication with external customers also improve communication internally.

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