The relationship between internal and external customer service Essay - 1

The relationship between internal and external customer service - Essay Example Therefore, the recognition of the important relationship between internal and external customer service is increasing. More and more firms and international companies have publicly asserted that their business success is a result of their strong relationships with their employees. Thus, it is already widely accepted that internal customer service quality leads to both internal and internal customer satisfaction (Minjoon & Shaohan 2010). On the other hand, claims of the companies that their success is a result of internal relationships with employees often are not taken seriously by different stakeholders (Herington, Johnson, and Scott, 2006). The aim of this research is to provide a more detailed analysis of customer service excellence and to evaluate critically the role played by internal customer service in the delivery of external customer service excellence. Customer service increasingly becomes a priority item in agenda of many organizations. It is widely recognized that customer service is a great opportunity for gaining competitive advantage for any type of business. Customer service enables the organization to â€Å"win customers† especially in today’s highly competitive and globalized market (Cook, 2008). Customer service quality is a widely known driver of a company’s profit. The more satisfied the customers are, the more benefits the company gains. In addition to improved profitability, customer-centred organizations enjoy the following benefits: differentiation from competitors; increased customer satisfaction and retention; improved image in the customer’s eyes; minimized price sensitivity; enhanced reputation; improved staff morale; reduced costs; increased productivity; good internal customer/supplier relationships; encourage participation among employees; continuous improvements to the companyâ₠¬â„¢s operations (Cook, 2008). That is why many organizations have recognized this opportunity and focused their