Last week we explained that the first customer service culture profile is called the Insider’s culture. The Insider’s culture pays attention to internal customers and the relationships between and among them. But what exactly does this mean?
An organization that pays attention to the relationships between and among internal customers is basically interested in making sure that the people who work within that company (the employees) have productive, positive relationships. The description of a regional airport somewhere inTexasperhaps best demonstrates the Insider’s culture. (The name of the airport will be changed so as not to put the organization on the spot, even though the example is complimentary). Employees at Don’t Mess with Texas Airport (DMTA) regularly receive training in areas related to conflict, communication, and customer service. Airport management at DMTA regularly asks employees for suggestions on operations, and whether there is anything that management can do to improve the airport’s service and work environment. Problems do crop up at DMTA, especially between departments, but employees have learned that miscommunication is part of every organization—the key for every DMTA employee, however, is not to take miscommunications and disagreements personally but to focus on the larger goal of creating a positive workplace, which is something everyone can agree upon.
DMTA is not a perfect organization, but the employees work to communicate with each other and to resolve conflict. Management has been proactive in its communications with employees and across departments. All of these are goals worth working toward, and all define a strong Insider’s culture. A strong Insider’s culture does not mean the absence of problems; it simply means that people work together to solve them. Next week, details on the Technical culture…
