| Introduction
When providing a service to another
department within your organisation, it
is not always clear or easy to remember
that they are your customer. This
programme encourages delegates to
treat colleagues as customers, and gives
them the skills and tools to deliver a
great customer experience.
Who will benefit: All staff
Duration: One-day workshop
No. of delegates: Up to 10 delegates
|
“Learning to
recognise different
communication styles
was fascinating and
will be invaluable
to
the team.”
Manager, Careers Wales Cardiff and Vale |
| Optional value-add services |
- Pre and post training evaluation through call recording and/or in-house survey
- Pre-programme interviews with key
personnel for tailoring purposes
- Phone coaching
- Training Needs Analysis prior to design and
delivery to establish exact requirements for
maximum programme value
 |
- Who is our internal customer?
- What does our internal customer
need/want?
- Definition of internal customer service
- Barriers to providing good customer
service internally
- Good vs. bad experiences in customer
service
- Communication dynamics
- Effective communications with your
internal customer
- Managing expectations
- Overcoming barriers
- Action planning
Delegates will have:
- understand how and when to treat
colleagues as customers
- manage a range of internal customer
service challenges
- agree on an action plan of S.M.A.R.T
objectives ensuring an excellent level of
customer care and continuous improvement
|
