Of Customers -- External and Internal
“It’s another day and another dollar.”
That’s how the phrase goes, right? I wish that everyone would realize that a dollar shouldn’t be the driving force behind a job well done or the best service/attitude at work. If more employees felt they loved their job and the people around them, the organization would be unstoppable.
I’m sitting here at work and attempting everything within me to continue positivity and understanding but am finding it increasingly difficult. One thing I have to consistently remind myself is that not everyone is on the same level of understanding that I am on. I’ve been here for three years now (minus a three month hiatus) and my understanding of Total Member Care is vastly different than an agent who has only been here six months or less. I guess it’s hard for me to remember, at times, what I felt when I first started. Then again, I also remember that I didn’t have the tools for assistance that new agents have for the last two and a third years. The amount of resources for new agents has grown exponentially.
I spoke with a supervisor just now regarding my reservations. A lot of the internal mind issues I deal with each day are driven solely by lack of cross department communication. As a Help Desk Representative, I deal with two clients: Internal and External Customers. Our external customers are obvious in being our credit union members calling into their credit union and wishing for assistance. That’s a no brainer. Our Internal Customers are those agents who contact the Help Desk with questions, inquiries, and/or supervisor calls. They have external customers on the other end of their phone and I have my internal customer on my phone which means at that very moment I have to take into consideration both parties. For our external customer, I must keep in my mind the amount of time they have been on hold and that they need service too. On the contrary, I have my internal agent wishing for assistance. It is my job to make sure that agent has a thorough understanding of what it is that they need to do in order to best assistant their customer. While I am doing this, I need to evaluate the point in which the agent ran into a road block. This is quite difficult being that I do not know all of our agents personally and I could never be expected to as we do deal with agents from three different states and four different office locations!
Essentially, I need to remember that my internal customers are just as important as my external customers and I must be sure they are both satisfied to the best of my ability. It sounds so much easier ‘said’ than ‘done’.
Until next we meet,
Tim
That’s how the phrase goes, right? I wish that everyone would realize that a dollar shouldn’t be the driving force behind a job well done or the best service/attitude at work. If more employees felt they loved their job and the people around them, the organization would be unstoppable.
I’m sitting here at work and attempting everything within me to continue positivity and understanding but am finding it increasingly difficult. One thing I have to consistently remind myself is that not everyone is on the same level of understanding that I am on. I’ve been here for three years now (minus a three month hiatus) and my understanding of Total Member Care is vastly different than an agent who has only been here six months or less. I guess it’s hard for me to remember, at times, what I felt when I first started. Then again, I also remember that I didn’t have the tools for assistance that new agents have for the last two and a third years. The amount of resources for new agents has grown exponentially.
I spoke with a supervisor just now regarding my reservations. A lot of the internal mind issues I deal with each day are driven solely by lack of cross department communication. As a Help Desk Representative, I deal with two clients: Internal and External Customers. Our external customers are obvious in being our credit union members calling into their credit union and wishing for assistance. That’s a no brainer. Our Internal Customers are those agents who contact the Help Desk with questions, inquiries, and/or supervisor calls. They have external customers on the other end of their phone and I have my internal customer on my phone which means at that very moment I have to take into consideration both parties. For our external customer, I must keep in my mind the amount of time they have been on hold and that they need service too. On the contrary, I have my internal agent wishing for assistance. It is my job to make sure that agent has a thorough understanding of what it is that they need to do in order to best assistant their customer. While I am doing this, I need to evaluate the point in which the agent ran into a road block. This is quite difficult being that I do not know all of our agents personally and I could never be expected to as we do deal with agents from three different states and four different office locations!
Essentially, I need to remember that my internal customers are just as important as my external customers and I must be sure they are both satisfied to the best of my ability. It sounds so much easier ‘said’ than ‘done’.
Until next we meet,
Tim