The Customers Within:
An Insider’s Guide to Delivering Exquisite Customer CARE
Everyone in an organization provides service to someone. For thirty one years, research on the “Service-Profit Chain” has established positive relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. It has pointed to the quality of the internal support services in a company, and its important contribution to both employee and customer satisfaction. Trouble is, most people in internal support departments don’t realize that they serve others in the organization, and sometimes don’t realize who they support.