Internal Customer Service Excellence

Who Should Attend:

• Sections Heads & Middle Managers
• Team Leaders & Team Members

Course Objectives:

• Gain a clear picture of internal service relationship
• Confirm how customer service excellence can lead to long and profitable "Client" relationships
• Learn how to make every interaction with customers a positive experience
• Identify VAK personality types and discover your own
• Identify best practices for managing different types of customers
• Learn how to build rapport and increase communication effectiveness
• Develop listening skills to learn and understand your internal customer's needs
• Learn new tools and techniques for Customer Service excellence on the phone and through emails.

What will you gain?

By the end of this course you will be able to:

• Understand the positive impact of implementing internal customer service as a workplace standard
• Focus on treating each employee as a 'customer' and determining their needs
• Build and encourage a positive attitude for internal service, and for helping others meet their objectives
• Create and manage interdepartmental service strategies that improve the work flow in the organisation
• Enhance employee productivity and improve the quality of service within the organisation
• Eliminate friction between departments and diagnose any emotional triggers that can hinder the internal service culture
• Deal with different personalities of internal customers and manage their expectations
• Encourage interaction and strengthen interpersonal communication to improve work relationships
• Produce satisfied internal employees that will lead to satisfied external customers.

Course Content:

New Perspective in Defining Customer Service

• External Vs. Internal Customers
• What does 'Customer Service Excellence' mean to your internal customers
• CS ethics and respect in the workplace
• Establishing a positive attitude
• Responsibility in giving and receiving service in the workplace

Social Intelligence and its effect on CS

•  The Iceberg Phenomenon
• Social Intelligence and Interpersonal Communication
• Assertiveness vs. aggressiveness
• Understanding Emotional Hijacking
• Managing emotional triggers and it's effect on internal customer relations

 Mastering Communication with Different VAK Personality Types

• What are VAK Personality Types
• How to communicate with different personality types
• Dealing with challenging internal customers
• Flexibility for effective communication
• Empathy and inter-personal relationships

 Successful Communication Strategies 

• Gaining Rapport in the workplace
• Verbal and vocal phone communication for ICS
• Email communication with your internal customers
• Active listening vs. Hearing
• Dos and don'ts to win and retain customers

Building Internal Customer Partnerships

• Responding effectively to different customer needs
• Building the internal customer successful relation
• Importance and dynamics of trust
• Designing your code of ICS excellence.

Career Path

Win & Retain Internal Customers