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Course Overview 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. Audience Anyone who deals with internal customers on a day to day basis will benefit from attending this course. Skills Gained 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
Course Outline - 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
Follow On Courses - Assertiveness skills
- Communicating effectively
- Conflict resolution
- Customer care via e-mail
- Customer care over the telephone
- Dealing with challenging customers
- Image for impact
- Influencing skills
How to make a booking for the PDICSE course
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