What are the impacts of internal customers on service quality?

Question

I am writing a paper on the above subject. I am trying to relate customer service which in turn will determine the level of cusomer satisfaction hence service quality. I will appreciate if a can also give me relevant websites which I can get more information on this topic.

Answer 1

Can you imagine unhappy employee delivering service with a smile to the company's customers. What do you think the supplier is going to do to his prompt delivery if company does not pay him on time. Happy internal customers stick with the company longer there by increasing the quality of service.(They become proficient at whatever they are doing)

Answer 2

Real world,
I purchased a TV and a Printer. I purchased an extended warranty that covered lightning strikes. when i was struck by lightning both the TV and the printer failed. The insurance company for the extended warranty was an out side company the TV repair was an inside company. It took over 6 mos to get my TV replaced with 3 trips from repair person and 15 phone calls to all involved parties. The retail store and the repair man where in cahoots to scam the insurance company out of a replacement TV and the parts to repair and re-sale my old TV.
I was not very happy. Even after it was all done.

The printer out of ink and 9mos old (1yr factory warranty) was picked up in 1 day and replaced within 1 week with new ink cartridges taking only one phone call.
I was very happy. (customer satisfaction)

So I guess when customer satisfaction is your goal and all
internal service work to accomplish that goal then customer service satisfaction prevails.

Answer 3

Think if you just have the odd campaign or need to generate one-off sales then the fastest and most cost effective route is via telemarketing companies, ifs its long term customer commitment then it a choice between having (or getting) the inhouse resources versus buying it as you need it.

Answer 4

THEAR IS IMPACTS