Módulo VIII 3 Servicio al Cliente Interno y Externo

Welcome to the diploma program in skills and abilities for social and professional development. We are in module number eight and its topic is customer service under the subtopic internal and external customer service . This is Katia Cañadas, and I will be your facilitator during this course. I currently work at Unitec. It's a pleasure to be with you

sharing a little about this broad topic, and I want to leave you with a message before we begin. The key to success is consistency in pursuing each proposed goal. I encourage you to do daily work in each of the classes that this diploma program entails in order to obtain your degree, right? in the expected diploma program.

What are the objectives we are going to address? Let's define the term internal customer. We will recognize the difference between internal and external customers. We will give an example of customer service and finally we will talk about some internal and external customer service tools. In this image that you can see on screen, we have an example of

an internal client and an external client. On the left side you can see two colleagues or co-workers and on the right side you can see an external person being attended to by a company employee. So who is the internal customer? Culturally, it is difficult to say the word internal client to a person

who works within the organization. However, this word is correctly used when we talk about internal people with employees and colleagues. The word " customer" is generally associated with a consumer, a buyer, a user, a student, or even a passenger, as we see in this image. Companies tend to invest more resources in serving an external customer