Companies tend to focus on the external customers, or members, and tie these relationships to the bottom line. However, the biggest impact on the bottom line may actually come from the relationships inside the organization, i.e., the way we treat the internal customers.

The decisions of external customers to buy our products or services are often influenced by their perceptions of how well people inside the organization work together. Do the employees of the organization talk about conflicts between their departments with customers? Does one area make promises that another area can't meet? Does one employee hold up delivery of critical information to another employee because of a personal dispute?

In the customer service arena, we identify the elements and strategies that make or break working relationships between internal customers. We also discuss how developing better lines of communication and stronger cooperation between internal customers will improve the way we work with each other and our external customers.

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