In a follow-up to, “Internal Customer Service in Healthcare: A Servant Leadership Model”, Program Director Aaron Harmon gives insight on the Servant Leadership model.
Complex organizational structures that include partnerships between diverse internal and external stakeholders with competing interests and needs can present unique customer service challenges. A solution that is suitable for one customer may be unacceptable to another. Liaising between internal and external customers often feels like refereeing a zero-sum game. This article explores these relationships and seeks to offer insight into how to successfully navigate these situations as a leader or influencer.