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http://www.donnaearltraining.com/articles-quizzes/what-is-internal-customer-service-a-definition-and-case-study/
The focus on developing effective internal customer service helps organizations cut costs, increase productivity, improve interdepartmental communication and cooperation, boost employee morale, align goals, harmonize processes and procedures, replace interdepartmental competition with interdepartmental cooperation and deliver better service to the external customer.
https://www.projectguru.in/role-of-customers-in-service-delivery/
Service delivery for customers can be seen in a factory. The place the service is produced and is consumed interacting with the employees and other customers. E.g in a classroom or in a training situation, students (customers) are sitting in the factory interacting with the instructor and other students as they consume the educational services.
https://www.mycustomer.com/community/blogs/rlmiller/the-importance-of-internal-customer-service
Internal customer service is the service provided to colleagues and other departments within an organization, as well as vendors and anyone else an employee interacts with to get their job done.
https://www.slideshare.net/DAYANAJOSE002/role-of-employees-customers-in-service-delivery
Jul 22, 2015 · EMPLOYEES’ ROLES IN SERVICE DELIVERY Service culture The critical role of service employees Boundary spanning roles Strategies for developing service quality through people 5 6. Service culture • The behavior of employees in an organization will …
http://www.authorstream.com/Presentation/chhabraankit1-136716-9-employees-role-service-delivery-employee-education-ppt-powerpoint/
Boundary Spanning Roles The frontline service employees are referred to as boundary spanners because they operate at the organization's boundary They provide a link between external customer and environment and the internal operations of the organization They serve as a critical function in understanding, filtering, and interpreting information and resources to and from the organization and …
https://www.replicon.com/blog/5-ways-improve-service-delivery-organization/
Apr 04, 2017 · In general, service delivery automation is high return and low risk, and more and more service organizations are finding ways to cut costs and provide a simpler customer experience by reducing human involvement.
https://www.vng-international.nl/wp-content/uploads/2015/06/Service_Delivery_challenge_local_goverments.pdf
Good quality and affordable service delivery is also a condition for the good image of government. The meaning of good service delivery for the image that citizens have of the government is not always valued fairly. Service delivery is not an isolated something, but is part of a complex relation between government, society and citizens.
https://www.pwc.com/gx/en/psrc/pdf/the_road_ahead_for_public_service_delivery.pdf
enhanced service delivery from the private sector, citizens/businesses view the public sector as another provider of ‘services’ – services for which they pay taxes. To address this, the public sector must find ways of improving the efficiency and effectiveness of its …
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