INTERNAL CUSTOMER CARE WORKSHOP

Course Objectives

Offering good service to customers is not enough for an organization to be successful. Many of us fail to recognize the fact that colleagues, especially in other departments, are in fact our internal customers. By becoming acquainted with the concept of "internal customers," and recognizing how many of our co-workers fall into this category, can lead to improved teamwork, better working relationships, and productivity gains. This workshop is about developing a set of kills and attitudes that will enhance your relationship with your customers, be they internal or external.

By the end of the course, participants will be aware of who their customers are – internal and external and better understand how customers perceive service, hence the difficulty to promote service. They will also be able to define and understand the customer’s needs and expectations and recognize the importance to deliver what has been promised. Interactive training exercises included in the workshop will help participants learn how to deal with difficult clients, use complaints positively and constructively, (i.e. as an opportunity to demonstrate effective customer care skills) and improve the trust and degree of satisfaction of the clients.

Programme

• What is Internal Customer Care? – Introduces the concept of customer care and the awareness that Internal Customer Care is vital to quality and quality service.
• Benefits of Internal Customer Care – Provides an opportunity for participants to discuss the benefits of Internal Customer Care and helps them 'buy-in' to the concept.
• Who are your Internal Customers? – Discover who your internal customers and what they require.
• The Service Chain – Explores the concept that a service chain exists within an organization and encourages participants to recognize the interdependency of work activities.
• Standards and Procedures in Internal Customer Care – Introduces the concept of standards in Internal Customer Care and stresses the connection between quality and Internal Customer Care.
• The Three C's - The People Factor – Examines the attitudes and behaviors required for effective Internal Customer Care and emphasizes the important role of the individual.
• Contact with Internal Customers – Learn how to get the most from contact with Internal Customers.
• The Telephone in Internal Customer Care - Provides an opportunity to consider the contribution made by correct usage of the telephone to Internal Customer Care.
• Interpersonal Skills in Internal Customer Care – Explores the contribution effective interpersonal skills makes to Internal Customer Care and Quality Service.
• Getting There – Examines the action needed to introduce a workable Internal Customer Care process.
• Wrap-up and Goal Setting – Participants develop personal goals for use when they return to work.

Who should attend

Anyone who wishes to improve his or her image and build a customer care relationship. Team participation is however recommended. (In case of team training, the programme may be adapted to the specific needs and environment of the team).

Participants

Limited to 12 participants

Length

1 day

Language

English

Booking