Identity theft is ripe where poor customer service and weak internal communications converge.
Customer service is not tangible; it is engaging a customer in a way that is in their interest. Good customer service maintains this mindset in all facets of an operation - both internal and external.
Requesting sensitive or other personal information in order to conduct business and then not protecting this information is customer disservice. Organizations must always operate to meet the needs and expectations of customers to realize success.
Customer service is at its best when internal communications is strong. Organizations must invest in meaningful communications with employees and stakeholders. If employees are supported by their organization, they are more apt to support, and protect, the customer – and the organization.
“Effective internal communications helps ensure that all members of the organization are working collaboratively toward a common goal. It develops a cohesive culture and empowers employees to make the right decisions in line with the organizations goals. This in turn leads to greater efficiency and productivity and improves customer service” (Ritchie, 2015).
Organizations must identify and deliver true customer service to those who seek their products, programs and services. There is not a one-size-fits-all customer service solution. Recognizing what is best for the customer is a process that includes examining all levels and areas of operation and working to be most effective with the customers’ needs in mind. Involve all who represent the organization to ensure that their needs are also considered. Internal communications informs customer service and when this is done well, it can thwart identity theft.
Ritchie, J. (2015, April 27). The importance of internal communications. Business Matters. Retrieved from http://www.bmmagazine.co.uk/opinion/the-importance-of-internal-communications/