A workshop attendee recently visited our web site article library and read “Casual, Moderate, and Intense Levels of Customer/Partner Focus.”. She sent me an e-mail asking for further insights to the intense level of service I highlighted in that chart. She also wanted ideas on how to accomplish this on a smaller scale within a larger organization.
I suggested that she browse through my other customer service articles at https://www.clemmergroup.com/customer_service_title/customer_service.php. The article Three Basic Steps to Focus on Customers and Partners does give more depth on intensely improving customer service. Her question about changing the big system and building partnerships is addressed in some of my articles on Serving, Influencing, and Leading Upward. My 1992 book, Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance, provides an extensive framework for improving service/quality levels.
But most of this material is aimed at external customer service. Increasingly I am working with internal support groups like HR, IT, or Admin and Finance to increase internal service levels. I am looking for examples of ways to increase internal support. Please post any of your experiences or advice.