166: Tearing Down Silos by Building Collaboration Across Departments

Customer Service Revolution

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray.

Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration.

We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert’s Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers.

Join us for a masterclass in transforming your internal culture and communication!

Here are just a few takeaways:

• Strategies to break down organizational silos and foster collaboration across departments

• Addressing the challenges of remote work environments

• The importance of understanding coworkers' workloads

• Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams

• The role of empathy in preventing misunderstandings and enhancing internal communication

• How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers

• Case studies from Intermountain Healthcare and John Robert’s Spa illustrating the impact of internal culture on service delivery

• Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale

www.thedijuliusgroup.com

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EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.