![]() Visually illustrate the path from each back line employee business unit to the traditional customer.Communicate the concept of serving internal customers.It is easy for front line employees to understand their connection to traditional customers, and successfully connecting Back Line Employees to their customer may require a concerted effort. Do each of your organization’s departments understand what role THEY play in supporting the front line? If the front line employee is responsible for selling a car, for example, the back line can support the front line by providing a great product (R&D and manufacturing), enticing financing options (marketing and finance), and product knowledge and skills to make the sale (Managers and learning and development). The role of each person in the back line is to support and equip the front line with what they need to ultimately serve their customers. Do each of the people in your organization understand who THEIR customer is?īack line employees equip and support the front line: And, when our internal customers are served, they can better serve our external, or paying customers. has a role that serves internal customers. Every person in each back line department whether it be Finance, Research and Development, Human resources, or Operations, etc. The human resources department, for example, serves each and every employee by managing the benefits program and ensuring payroll is completed accurately and on time. The truth is, we all serve each other in our organizations as if we are each others’ internal customer. ![]() If this is true, then that leaves about 50% of your employees, the “back line” employees, without any customer responsibility at all…or, does it? This mindset that back line employees do not serve customers is simply misguided. Traditional thought continues with the belief that only our front line employees can impact customer experience. These customers could also be referred to as patients, members, students, patrons, etc., depending on your organization. We traditionally define customers as those people who pay money to your company for a product or a service. Back Line Employees are Just as Important in Servicing Customers as Front Line Employees ![]()
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