Internal Customer Service

Quantum's research indicates that the most effective means for improving ICS is to establish an ICS culture based on best-practice ICS principles.

The key to developing a strong ICS culture across your organisation is to have an effective Internal Communications Strategy.

A sound internal communications strategy can improve ICS by:

• Improving staff understanding of and response to each others' needs
• Creating a workplace where all employees are working towards the same goals, by the same rules
• Encouraging a sense of belonging. Staff are privy to what is going on and therefore share a common ground
• Reducing the ambiguity of messages or ideas that have the potential for workplace conflict
• Promoting a clear, shared understanding of any change process
• Motivating performance by linking individual and team efforts with the "bigger picture"

Quantum's paper on improving ICS outlines:

• Best-practice ICS principles
• How to develop an ICS Action Plan
• How to develop an Internal Communications Strategy

Download the full version of this research paper.