Having taken a detour into some case studies let us get back to some theory on internal customer service.
As we had seen earlier, Internal Customer Service is a concept that brings about a change in the attitude of all employees in an organization. The change that takes place is one of treating each other as a customer for all transactions and extending the service that a customer would expect. This attitudinal change is relatively simple to achieve with proper explanation of the concept and the reason why this needs to be achieved. People understand and appreciate the need for proper customer service, which can only be of benefit for everyone in the organization and so readily accept the need for it.
I have known the change to be so dramatic that strangers visiting the organization have been left puzzled by employees claiming service from colleagues claiming to be customers. Teamwork, cooperation and being proactive are all automatic by products of the change in attitudes.
In an organization where this has been achieved, what happens is that an external customer gets to interact with one person in the organization and goes away completely satisfied and as an ambassador to the company, its product/s and its people. Each employee takes ownership of the need to extend service as a matter of course.
An interesting side effect has been observed. Employees exposed to such a change and working in an environment that fosters this attitude, begin to notice that their relationships in personal lives also undergo change for the better.