Analysis of Internal Customer Service: Good, Bad, Challenging

This report analyzes experiences related to internal customer service within a learning and development context. It presents examples across various service dimensions such as reliability, assurance, empathy, and responsiveness. The report details both positive and negative interactions with internal customers, highlighting emotional management and situational clarification. It identifies a recurrent challenging situation involving an anxious customer, outlining its nature, scope, complexity, and impact. Furthermore, the report examines communication barriers, including intercultural differences and listening skills, and proposes solutions like interactive media and trainer selection. The report concludes with observations on client diversity, individual needs, and the unique treatment required for each client, alongside learnings, successes, and challenges faced in internal customer service. References are provided at the end.

1. Consider your experience serving
your internal customers and share
one example for each of the service
dimensions listed below.

Reliability
 As a learning and development officer, I was asked to improve the
productivity level of marketing and sales department to achieve more
than 10 percentage of the targeted sales. I succeeded in motivating
the sales force of the company by conducting motivational and
inspirational sessions.
 Assurance
As a learning and development officer, it was observed that some of the
employees in the company had problem in sitting long hours in front of
the computers and due to the health issues, they were on the verge of
quitting their job. I decided to conduct the session with a
psychotherapist for the employees who with his expertise helped them
in maintaining the correct posture and attitude. After that, I scheduled
the 15 minutes workout time for the employees in a day to relax them in
a day.

 Empathy
During training session, some employees of the organization were found to be
mentally depressed. I had to train them to be happy so that they can be
productive at their work. One employee of the organization had personally told
me that he is unable to concentrate on his tasks due to high degree of anxiety.
By following empathetic approach, I counselled him personally for two hours
and told him ways to cope with it. After time period, he called me personally
that he was able to manage the anxiety by certain tools and procedures.
Responsiveness-
In one of the training session, some of the employees complained of pain in
their backs while they were learning various skills and competencies to
improve their productivity in the organization. I tried attending to the
employees needs by directing them to do certain exercises to control back pain
and other type of pain.

Q.2 Consider two good and bad
situations with the internal
customers and try describing them

 Good situation that I faced during the training session
One of the individuals have come up who was looking for the placement in the
reputed financial company but he was unable to secure the placement because of
his poor communication skills. I gave him few sessions on the communication skills
where he learned the ways of presenting it in the best manner. After a period of
time, I got a call from him that he got placed in one of the reputed firms.
Management of emotions- I managed my emotions with perfect composure
Gathered emotions- on a phone call by a client.
Situational clarification- through a phone call.
Obtaining solution- sessions on communication skills.
Actions taken— advising clients towards learning different types of communication.
Bad situation
It was the very stressful day of the month where I met with the customer who was
very frustrated that was complaining that the center had been of no help to him. I
got irritated with him and treated him in a disrespectful manner. I felt really bad
about my past behavior of my client , next day, the client came again and I resolved
his queries by taking a personalized chat with him.

Management of emotions- I managed my emotions with perfect composure
Gathered emotions- client conversation with the office staff.
Situational clarification- conversation with the client
Obtaining solution- conducted personalised chat session.
Actions taken— tried resolving the issue by asking personalized questions.

Q.3 Define a recurrent challenging
situation that you have recently faced
with an internal customer. Mention its
nature, scope, complexity and impact on
you and your team.

 The challenging situation that I faced recently with the internal
customer who was highly anxious and was quite disturbed in doing
things. He took the help of our training organization to improve his
productivity but he was not following the given methods effectively
so he was continuously asking for refund.
Nature- the nature of the problem was rare.
Scope- the scope of the challenging situation was extensive.
Complexity- high level of complexity of the problem
Impact- it resulted in the problems for me and the team as it became
really difficult in handling such clients who are in the motive of spoiling
the organization name.

Q.4 Identify two challenges with your
internal customer due to lack of
effective communication. identify
communication barriers and the steps
taken to overcome them

 The two challenges that I faced, due to lack of effective communication are-
Quality of work done-
The quality of the work provided to the clients got affected as the clients were not
able to understand the situation in the best possible manner. they interrupted the
training session in the wrong way thus acting in the negative manner.
High frustration among team members-
The lack of communication between the clients and team members led to high
degree of frustration among the team members as the clients were not able to
understand their problems.
Communication barriers
Intercultural barriers-
The intercultural barriers is one of the important reasons that led to low degree of
understanding among the people.
Listening skills-
The listening skills of various clients differ a lot among the clients. The listening
skills is one of the reasons for misunderstanding among the people.

 Steps that can be taken to overcome the communication problems.
Using interactive videos and audios-
Sometimes, the client is unable to understand the language of the
trainer so the trainer can use interactive videos and audios to
communicate with the clients.
Appointing the right trainer-
It is important to appoint the right trainer so that they are able to
understand the things in the best possible manner.

Observations and insights
 Diversity of the clients-
The clients who came for training and learnings are from diverse cultural
backgrounds and they have to be dealt differently in the best
manner(Balan, 2015).
Diversity of needs-
The clients have different personal needs which arise due to high level of
understanding thus resulting in confusions due to high level of variations
among goals(National learning consortium , 2018).
Every client’s needs a unique treatment-
Every client needs a unique treatment as he has different background
and experience of the things in life.