25 Tips, Tools and Best Practices for Improving Internal ...

25 Tips, Tools and Best Practices for Improving Internal Customer Service

Lynn Hanacek, Director, Internal Customer Service (HanaceLM@ or 916-406-1481)

? Adventist Health 201290

Table of Contents

Introduction and Background 25 Tips, Tools and Best Practices Closing Thoughts

Appendix (references)

Adventist Health | 25 Tips, Tools and Best Practices for Improving Internal Customer Service

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Introduction and Background

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Introduction

Intended audience: Adventist Health Shared Services (SS) leaders, teams

Purpose: to share practical tips to help SS provide exceptional service to internal customers

Information sources* include secondary data from:

- articles and posts - books - academic research studies - published materials from customer service/customer experience experts and vendors - Adventist Health's internal voice of the customer study results

Some background information provided to ensure everyone is "on the same page" with regard to terminology and concepts

Adventist Health | 25 Tips, Tools and Best Practices for Improving Internal Customer Service

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Learning Objectives

After this presentation, you should be able to:

Define an internal customer Explain how to increase internal customer satisfaction Identify 2-3 new tools to improve internal customer service to implement immediately

Adventist Health | 25 Tips, Tools and Best Practices for Improving Internal Customer Service

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