In most any business, employees are surrounded by customers, both external and internal.
The external customer is the person who uses the company’s services. For Staples, it’s the parent purchasing back-to-school supplies for the kids. For Chase Manhattan Bank, it’s the real estate magnate taking out a $20 million loan to purchase an office building. On the other hand, the internal customer is anyone within the company who works with a specific employee or relies on a specific employee to get their job done. It is the coworker who needs a clerk’s help to track down a file, or the manager who asks an employee to follow up with a customer or the two colleagues who work together to deliver a service. Regardless of whether external or internal, each employee should treat every person with whom they interact with the same respect and courtesy.
However, often employees think that customer service begins with the external customer and ends with the company’s management. Indeed, coworker kindness is often reserved exclusively for the company’s C-Suite execs and other mucky mucks while most other coworkers are treated with an appalling lack of respect, courtesy or cooperation. The typical workplace has at least one employee who demonstrates some rude, aggressive or even downright mean behavior to certain coworkers. This bad behavior often goes unchecked for a number of reasons. But, even if an employee’s bad attitude and manners are only demonstrated to or directed at coworkers – and never to external customers or management – it can still hurt a company’s bottom line. Here’s how.
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