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Internal customer service and human resource management


Internal customer service and human resource management is a new topic, it is a piece of virgin land in the country. The author after a year of exploration and practice, then into this article, readers share their feelings and experiences with you, also hope you let me know.

What is the internal customer service
internal customers (INTERNALCUSTOMER), relative to external customers (commonly called the . If you are a designer, engineers are your internal customers; If you are engineers, factory managers are your internal customers. If you are a financial manager, then senior leaders, other department managers are your customers.

companies in the past it was believed that President (General Manager) high above the salesman at the lowest level,[link widoczny dla zalogowanych], is the boss of services under the so-called traditional pyramid. This concept in the eighties have changed, resulting in the so-called inverted pyramid (see below). That is Front-line customer service employees, middle managers to front-line staff services, top executives and middle managers for the service.

Sweden, the former president of Scandinavian Airlines to Carlsson in his best-selling book Much lower and said higher level services, employee services, leadership, rather they are interlinked services, (two lanes). He urged the traditional pyramid upside down. I

internal customer service, internal customer service to external customers. Internal customer satisfaction, and internal customers turn to external customers better service. Some even claim that the first internal services on external customer service.

recently, foreign experts believe that Nevertheless, they agreed to after the line staff for frontline staff service is very important.

how good internal customer service is to change ideas
first. Service is not a patent service, but all sectors of the holy grail. Similarly, not only have external customer service, internal customer service are essential. China Ping An Insurance chairman and general manager Ma Mingzhe proposed ING Insurance Group, one afternoon a week, general manager of Malaysia to the Staff Club 4:00-5:00 coffee for the staff to provide services.

Second, as with external customers, internal customer service is the essence of confidence, that is, service providers and the service trust should be established between the interaction. Almost all customer service skills are equally applicable to internal customer service. For example, one-stop service, personalized service. Three elements of internal customer service (3Cs): Care (CARE), collaboration (COOPERATION) and communication (COMMUNICATION).

foreign business community with specialized internal customer service training courses to improve internal customer's service levels. Everyone stressed the chain of internal customer service role, reviewed the individual, team and senior management contribution to the culture of customer care. The book illustrates the following important questions: Who are your internal customers? What is the internal customer care? Internal Customer Care What are the benefits? What is the internal customer service chain? Internal customer care standards? Internal customer care for each person in the rights and obligations of that?

Here we invoke an MBA from Harvard Business School case to illustrate how seriously the Japanese enterprise is the internal customer service.

Wo Like corporate America for 15 years, Forrest City TV factory, is a famous department store Sears (SEARS) suppliers. When the most brilliant staff of 2,000 people, is the city's major enterprises, and later because of poor management, frequent quality problems, defective rate of 10%, into trouble. The company's management invited Sanyo shares and the management of the factory. After the Japanese management personnel arrived at the plant, has to do three things, the Americans an eye-opener. By inviting all employees TV plant together once, we sat together drinking coffee and eating donuts. Then presented to each worker a transistor radio. At this time, the Japanese manager told us that the factory dust everywhere, filthy, how can we in such an environment in production? Thus, by the Japanese managers take the lead, everyone hands clean plant, also painted the entire facility was brand new. ①

internal customer service and human resource management
about internal customer service and human resource management, we can not talk about the development of human resources management. Human resources management has so far experienced at least four stages, namely, modern personnel management, modern personnel management, human resources management, human resource management.

fifth stage there? The answer is yes. Internal customer service philosophy and practice will be an important feature of the fifth stage. The What is the name,[link widoczny dla zalogowanych], this is not the most important.

the past in China, people think of power sector personnel departments, others to enjoy the service sector (and some staff workers also thinks so), so the tubes, cards, pressure occurred from time to . In fact, foreign, corporate human resources department is not power,[link widoczny dla zalogowanych], but the business sector, service sector. U.S. human resource management scholars JOHNGREER he said: ②

the face of human resource management is primarily internal customers. Occasionally external customers. Local government departments and community groups is not our external customers? Not. Corporate human resources department should be their customers.

HR internal customers who?
each employee: up to general manager,[link widoczny dla zalogowanych], down to the clerk. In a large enterprise, human resources at all levels have their own clientele, different room, also have their own jobs to serve. Of course sometimes overlap.

HR internal customer service is the most important work. Service areas as follows:

provided for senior management: human resource planning, input and output optimization, handling employee relations.
for the line departments: providing outstanding talent.
for staff: skills upgrading, the potential to develop, motivate caring, staff development.
human resource management on how to do
internal customer service must first have a strong sense of service, correct service attitude and excellent service skills. Consciousness is the basis and premise. No sense of service, service attitude and service skills of the question. Service awareness and actively contribute to understand the needs of internal customers. Attitude is the manifestation of the sense of service. The two are inseparable. Correct attitude, I start from, from small (ordinary) things start. Service skills is a sense of service and attitude of the opening of China. Behavior skills through the performance. It reaches a certain proficiency skills into skills.

we all experienced the sense of the Mainland restaurant waiter service and service attitude. If you're dining in Shenzhen, a good world, you would feel what is quality service. Where the waiter, you just out of cigarettes, she will ignite passion for you; the next step in the door you just stairs, he will for you Lakaichemen. Enjoy the services of Haier Haier people will understand that Haier will become a hundred years. Her service personnel not only for you free installation, but also for your explanation, demonstration, more commendable is that in order not to dirty the floor of your home, immediately before the door they put a cloth cover on foot.

home to large companies in Shenzhen, China instituted promotion examination system. After each test, the personnel departments only where the department or its own feedback from test results (scores). The result was all a misunderstanding. In fact,[link widoczny dla zalogowanych], a little improvement as long as the services and personnel departments will have a multiplier effect. Specifically: not only to himself but also to their department heads or leaders in charge of the entire examination of the situation the feedback (not just scores), clearly can not pass to access papers; necessary management of their department heads or sub-leaders to produce the original respondents (for exam security reasons, it should be site recovery).

superb service skills have hurt Incident good, small good thing become a very good thing, so that internal customers sincerely grateful. Have a strong sense of service, correct service attitude and excellent service skills will enable us to innovate, find ways for the sake of internal customers.

followed a public commitment to implement the system. Now the Government in improving work style and efficiency. Many government departments in Shenzhen City, a public commitment to implement the system, open to the public commitment to work procedures and time limits. The strange thing is many of our enterprises, especially large enterprises have not publicly committed to implement the system. Primary branch personnel to (please) Headquarters things very convenient.

Furthermore, to make full use of the internal network (INTRANET) and IT technology. Network technology, low cost, can improve efficiency, everyone is available. Many companies, such as the number of vacancies in human resources information, benefits information, and input into the internal network. HR also started to further improve the creation of interactive software that allows employees directly fill in a form, to obtain personal information from the database, or even weigh on the network the length of various welfare programs. Original, ELIZABETH GROVER took over the famous American ORACLE (Oracle) president of the company's pay and benefits, the Human Resources

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