Confidential forum to express views
Establish internal service expectations
Establish service perceptions
Improve on skill sets
Know when you are doing a good job
Obtain feedback on development requirements
Benefits to company:
Improve service internally
Improve service externally
Establish service expectations
Ability to set standards
Create a culture whereby 'everyone' is a customer
Know how your employees embrace change
Most companies make the common error in assuming it is the role of front line staff who are solely responsible for customer satisfaction. The reality though, is that most often the front line staffs do not receive adequate enough support from the internal structure, so that they may exceed the complete customer satisfaction level.
The purpose of Internal Service Evaluations is to monitor the level of service provided within the core of your company. In turn, these enhanced service levels will have a positive ripple effect on to your customers.
This program instils a culture wherein each person in your company remains responsible for the service they provide to their peers (accountability). It allows your personnel to evaluate the service they deliver to their peers and in turn have tangible feedback, so that they may improve the service they provide and their job skills. Over time, service levels throughout your company will become second nature and will seem effortless.
