Internal Customer Service Excellence — A 1-Day Course

 Closed In-House Course

Course Synopsis

A lot of emphasis is often given to providing excellent customer care - but how does this affect you if your job role means you only deal with colleagues within your organisation?

The ability to provide excellent service to your internal customers is an essential business skill, enabling others around you to work effectively and efficiently.

This course is designed to help participants further develop skills that will enable them to identify their customers and meet the challenge of consistently providing the best customer service available.

Anyone who deals with internal customers on a day to day basis will benefit from attending this course.

Course Objectives

Delegates will learn how to:

• Explore the importance of your role to the organisation
• Identify who your customers are
• Identify what makes customer care count and set personal customer care goals
• Obtain from customers a clear understanding of their expectations
• Solve problems on behalf of your customers and know how to handle complaints effectively
• Demonstrate the importance of taking responsibility to achieve customer satisfaction
• State your preferred working style and how that may clash with the styles of others

Outline Course Contents

Establish personal objectives for the course

What constitutes excellent internal customer service excellence?

Experiences of excellent of poor internal customer service

Customer service behaviours that are important to your internal customers

Levels of communication

Building rapport with internal customers

Telephone skills

Structuring a call with a customer

Questioning techniques and listening skills

Projecting a positive, take action attitude

Positive reframing

Showing initiative

The importance of individuals' working styles

Levers for high quality customer service

Completion of a personal action plan