Customer Service: Inside and Out

Several years ago I worked with a woman who always smiled before picking up the phone. One day I commented on how she always seemed “up” when connecting with people. She told me it was a customer service suggestion her mother had given her many years before. Smiling made her feel more positive and that was reflected in her interactions with others. It seems that ‘mother knows best’. This Forbes article provides four reasons why excellent customer service should start with a smile.

Thinking about our interactions with clients led me to think about my interactions with my internal customers – also known as my colleagues and the support I provide to them. Everyone brings skills and expertise to the workplace. As an administrative support professional, the assistance I can provide is varied and can range from answering the telephone and arranging meetings to ensuring the office equipment is working, data is accurately captured and the administrative processes are running smoothly. Ensuring that these details are handled correctly and efficiently enables my colleagues to address the tasks that require their skills.

But there is more to internal customer service than making copies and coffee. While some of the points in the definition of support from Webster’s Dictionary did make me giggle (to endure bravely or quietly: bear; to promote the interests or cause of; to uphold or defend as valid or right: advocate; assist, help; to act with (a star actor); to keep from fainting, yielding, or losing courage: comfort; to keep <something> going),I thought some of the points in this article from ‘All Things Admin’ really highlighted the importance of supporting the team. I’m looking forward to trying a couple of the suggestions.

I’ll close with a recommendation to read this article on how to provide support to the administrative support members of your business. Seems to me that the happier the team is, the more smoothly the business runs. We would love to hear your suggestions on how you support your admin support team.

– Cathie Clement