Philly311 TV: Why is Internal Customer Service So Important?

The above clip is a sneak peek from The Philly311 Show episode where I interview Al D’Attilio, the Director of Human Resources for the City of Philadelphia. Al and I discussed the City’s hiring process as well as the services his office provides to the rest of city government. Based on my conversation with Al, it was clear that the Office of Human Resources sets a great example for internal customer service.

Internal customer service is just as important as external customer service, but it’s not often viewed as a priority. Taking the time to provide information or services to other departments can feel like it takes away from time spent doing our “actual job.” However, as an organization’s level of internal customer service improves, the overall efficiency of the organization improves as well. Employees who have easy access to information and the ability move projects forward can better they can serve the organizations customers. Great internal customer service usually results in great external customer service.

As few tips for improving your organization’s internal customer service include the following:

• Setting expectations and service level agreements between departments.
• Designating a “point person” for each department or a specific service.
• Creating a clear communication process and escalation policy.
• Communicating the positive relationship between internal customer service and the success of the organization to all employees.

I want to thank Al for setting the high standard for internal customer service. Does anyone else have any tips for how to improve your organization’s internal service delivery?

0a87dc88be2bd3c4377aed9a2380550eRosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at

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