Research Reports

Developing An Effective Internal Customer Service Ethos

The internal customer is not new, nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles, 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and, critically, if poor internal service exists, then the final service to the external customer will be diminished.

Developing An Effective Internal Customer Service Ethos

Developing An Effective Internal Customer Service Ethos

The internal customer is not new, nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles, 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and, critically, if poor internal service exists, then the final service to the external customer will be diminished.

By: Joanna O’Riordan, Peter C. Humphreys ISBN: 1-902448-95-2

Published: Wednesday 02, April 2003.


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