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Internal Customer Service

This help employees understand the power of positivity

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Internal Customer Service

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  1. Internal Customer Service

  2. Module overview In this course you will learn about : • Internal customers, who theyareyour customers • Planning and delivering orders accurately • What you are required to do when delivering goods • Effective communication with your customers • Taking care of your truck the right way

  3. TYPES OF CUSTOMERS EXTERNAL CUSTOMERS include not just the paying customer but also anyone who receives the benefit of the goods and services. INTERNAL CUSTOMERS are specific people and departments who play a role in helping you to serve external customers.

  4. So, who is an internal customer ? Anyone within your organization who is dependent on you to meet a goal or deadline. The foundation for outstanding internal customer service is excellent interdepartmental communication and cooperation.

  5. So, who is an internal customer ? Everyone within Simbisa affects the outside customer, and virtually everything you've read or learned about customer service in general applies to the internal customer. 

  6. Who are your Customers? Steers Chicken Inn Mr Baker Creamy Inn Pizza Inn African Delight Ocean Basket Bakers Inn Afro Foods Nando’s Rocomamas Spur Mr Chips Haefelis DAD

  7. Taking Orders Having a successful distribution management system is important for business to remain competitive and to keep customers happy. The goal is to achieve ultimate efficiency in delivering raw materials to the right place and time in the proper condition. This means that proper planning has to be done when orders are placed. Set clear expectations with your customers on when they should have placed orders for delivery on specific times. Failure to do this might result in delays and ultimately bad service to your customers.

  8. Set clear expectations You are responsible for setting clear guidelines about what your customers can reasonably expect from you. For example be clear about when your customers should have placed orders for delivery on specific times. Explain to them how delays and last minute requests affect the entire system and how it may then be hard to satisfy them. Failure to do this might result in delays and ultimately bad service to your customers. However if an urgent request comes in do your best to assist.

  9. Delivery Process When you arrive at your customer, firstly greet them with a warm smile and have a friendly demeanour. Let them know what you have brought for them and that you need them to come with you. Be mindful of the times you bring deliveries, if its peak period your customers may not quickly come to you.0

  10. Delivery Process Make sure you offload and place the goods where the manager directs you to. Consider the storage process of the goods you are delivering. For wet stores for example, place goods in the proper lugs and remove from direct sunlight. Your customer must be happy with their goods. Also make sure the invoice and what you deliver are tallying and quantities are correct. Get all paperwork before leaving the store.

  11. Interacting with your customers See the big picture Develop an understanding of how the big business works and see how your job fits into the big picture. What do your customers need from you to meet their goals. Think outside of your function and see the business holistically. Build good relationships Recognise customers with a smile and call them by their name Make an effort to be a nice and cheerful person. This helps to win people over and they become very cooperative with you.

  12. Interacting with your customers Develop a positive attitude Your attitude reflects in everything you do. It determines the way you approach your work and everyone you work with including your customers. It also determines how others respond to you. Always be cheerful! Avoid complaining and do your job the best way you can! Solve problems Great customer service professionals are quick on their feet. When problems arise find a solution fast.

  13. How do you serve your Customers? Courtesy Be Helpful to others Be Approachable Be Responsive Treat others with respect Exhibit Empathy Demonstrate active learning skills

  14. Simbisa Brands Service Excellence “We create an environment that inspires Excellence in all we do. We help our people to go above and beyond the call of duty.”

  15. How do you serve your Customers? Reliabilty • Do what you say you are going to do • Do it on time and do it well • Be available • Be honest and trustworthy

  16. How do you serve your Customers? Competence • Be an expert in what you do • Be knowledgeable, acquire skills and be willing to learn more • Demonstrate accuracy and efficiency • Be resourceful and self directed

  17. Keeping a clean truck • Hygiene is important • Make sure your van is clean at all times • Clean the outside and the inside of the van • When you are doing your work remember the external customers are watching • They watch the way you drive, the way you park and the way you offload • People eat with their eyes so what they see affects the way they act

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