Enhancing Internal Customer Service Through Leadership
Part 1: Class Discussion and classmate response:
Internal customer service has a significant impact on external customer service. Leaders are the main factors that impact the organization’s culture, employee satisfaction, and internal customer service.
Initial Post
List and explain some characteristics and skills of leaders that create positive and satisfying internal customer service. Share an example of a time you or someone you know worked in a positive environment. If you do not have an example, research an organization that focuses on internal customer service to provide better external customer service and share their approach.
Reply Post
Respond to at least one classmate’s post. Consider the example they provided. Share an example (from experience or research) of a hostile environment or negative leadership traits that have caused or could cause lousy customer service.
classmate to response to is Rebecca Nguyenshe/her/hers
2 hours ago, at 3:21 PM
NEW
There are many skills a leader should possess to instill a positive and satisfying internal customer service experience. These skills consist of clear and strong communication, problem-solving, and motivation. Strong communication allows for information to be given and received without further clarification and can reduce confusion about expectations. Problem-solving skills are essential because the leader can effectively resolve issues with solutions and compromise so that the problem does not escalate further. Lastly, having a motivated leader drives the right culture and mindset within the employees to perform at their best consistently.
A time when I worked in a positive environment was at my current place of work. Much of our work consists of clinical reviews that can be measured through various production metrics. Having a leader that can communicate the expectations allows the employees to understand their day-to-day expectations and goals. Many leaders I work alongside are motivated and passionate about their work, which drives their teams to perform at their best. The result is increased production work being performed by the employees and satisfied members.
Part 2: Is a writing assignment
Leadership determines the culture and environment of an organization. They have the biggest impact on internal customer service, which has a huge reciprocal effect on external customer service. You are an executive leader for a large healthcare facility, and you review patient feedback surveys. There has been a trend in customer satisfaction reduction in one of your healthcare facilities the past two quarters. You will create and distribute a memo to all organizational leadership as a reminder of the importance of leadership on internal and external customer service.
Create a memo in Microsoft Word in which you do the following:
Explain leadership’s impact on internal customer service.
Explain the impact of empowerment on culture and customer service.
Describe the impact of internal customer service on external customer service, making a connection to leadership.
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