Tag Archives: internal

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busy workplace dynamics

The Culture of Busy Workplace Dynamics

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You need to speak with your boss, but she is busy. You need to check on budget amounts with the Controller, but he is too busy with month end processing. How will you navigate busy workplace dynamics?

It is common, we’re working as a team and sometimes we need answers. The answer may require a phone call, an email, or a trip down the hall, but the person you need is unavailable.

Too Busy

Your boss, the Accounting Manager, or the H.R. Director, may inappropriately develop an avoidance mindset.

They’ve been interrupted every five minutes for years. The interruptions feel petty, slight, or that people just aren’t using their brains. So, avoidance ensues.

On the other hand, they may suggest, “I get it you need me, but…”, approach signals your need is less important than the need they are currently working on. In some cases, it feels disrespectful.

You’ve held your question for hours, days, or even weeks. You’ve been patient, sent a friendly email reminder, you’ve tried early and tried late. Still availability is not in season.

It is possible that employees lose hours of productive time waiting on a response. It may be a lack of empowerment or it may be a lack of knowledge, skills, or abilities. Sometimes it is a lack of accessible information.

Busy Workplace Dynamics

One way or another your culture of service develops internally and is then demonstrated with the external customer. Executives, bosses, or department leaders all have a hand in developing organizational culture.

They also have a responsibility for the productivity, response times, and service that their workplace teams provide.

Many label our economy as a Service Economy. In a service economy, every sector needs to illustrate exceptional service standards.

Service effectiveness is not just for retail or restaurants. It is true for manufacturing, healthcare, tech sectors, education, and yes, even government.

Showing that you care starts internally, it is a cultural attribute of your organization. Busy workplace dynamics are not an excuse.

If you believe enough in service excellence to say that you care. If you expect exceptional service for external customers. Then remember that caring is illustrated.

Show us.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.


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internal customer service

Have You Forgotten About Internal Customer Service?

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Ask nearly anyone in business, “Who is your customer?” You’re likely to receive an answer that is connected with the external customer. Absolutely the external customer is important, but don’t forget about internal customer service.

Taken for Granted

People tend to take a lot for granted. Family, friends, and relationships of any kind are often assumed to be both willing and able to withstand disappointments, setbacks, and forgiveness.

Sure, some relationships can withstand nearly anything. Can workplace relationships endure it? Are some organizations missing their mark with internal customer service?

I doubt I’m alone when I suggest that they are. How we treat each other, even those that we’ve worked around for years is reflective of the vibe we deliver externally.

Sometimes at first thought it is difficult for people to connect the dots with co-workers being customers, but it is important. Direct report to boss, peer-to-peer, or many other combinations exist both up and down the organizational ladder. Does your organization recognize this?

Internal Customer Service

Here are a few simple questions to ask yourself about your delivery of internal customer service:

  1. How do I greet my co-workers? Greetings set the stage for everything that happens next. It doesn’t matter if it is Monday, Friday, or any day in-between. If you’re dragging yourself around and commenting about how terrible it is to be at work good luck with having an exceptional customer service culture.
  2. What are the needs of other employees? It is not always about reporting relationships. Just because someone is not your boss doesn’t mean that you don’t go the extra mile to help. Instead of saying, “It’s not my job.” consider how you can pitch in. Offer to help.
  3. Do I give as much as possible to help support their needs? It might seem easier to let it be someone else’s responsibility, and it is true that it might be. It is also true that sometimes it is important for everyone to do their own part. However, when you think about their needs you might find there is more room to give.
  4. Do I leave the door open? Do you offer your assistance? I hope that you do. Always be sure to close the communication in nearly the same way you might have opened it. Offer to always be there to lend a hand. Leave the door open for them to get your willing assistance in the future.

Always Remember

If you’re culture supports being rude, uncommitted, and lackadaisical in the approach to helping each other internally, what do you think will be reflected externally?

Have you forgotten about internal customer service?

Who is your customer?

– DEG

Improving your internal and external customer service is why I wrote this book:

customer service book

Buy on Amazon

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Originally posted on May 30, 2017, last updated on November 10, 2018.


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