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Global Advantage, Inc.

Small Pain. Big Gain.

Successful Internal Customer Satisfaction Upgrade Campaigns

“My group is an internal service provider. I have much higher expectations of the quality and value of the service we provide. How can I take my people ‘to the next level,’ remove marginal performers, prioritize our internal customers’ requirements, ‘build bridges’ with customers who have been disappointed with our services in the past, and develop a very positive reputation for our department throughout the company?”

Global Advantage Can Help You With All or Part of The Following

  1. Prioritize customers/customer groups.
  2. Build a detailed, and realistic plan for engaging all high-priority customers/customer groups in candid and practical discussions of their primary business challenges today and in the near term, how your team has/not helped them succeed with those challenges, and what your team can do/cease doing that will make them more successful. Ensure that your action plan involves several members of your team in the following steps.
  3. If necessary, prepare several members of your team to do the following steps:
    1. Engage all priority customers in that discussion (#2, above). Consolidate and evaluate all feedback. Produce a prioritized list of themes and action items.
    2. Close the loop with priority customers. Report on the above (#2 above). Ask for corrections and additions.
  4. Re-set your team’s performance metrics to align with your customer’s priorities.
  5. If necessary, modify your team’s work processes to ensure customer satisfaction.
  6. Maintain monthly updates with priority customers. Report on what you are doing relative to what they wanted you to do. Be especially careful to capture new and emerging customer requirements. Be quick to decline customer requirements that cannot be met.
  7. Assemble your team at least monthly to review progress per the metrics most important to your customers. Where targets are being achieved, celebrate. Where they are not being achieved, fix the problem (including making efforts to re-assign or discontinue the services of persons who do not produce what is most valued by customers.)

“When the clock is running, there’s money on the table and reputation on the line, Global Advantage makes sense.”