Serving Your Internal Customers


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
This course focuses on the needs of an often overlooked group of individuals: internal customers. Excellent customer service starts internally and is reflected externally. Unless processes, procedures, organisational culture and staff relationships support a service environment, the organisation will fail to deliver terrific service. You must begin by determining who your internal customers are, understanding their needs, and fostering a sense of unity at your organisation. Then you must understand how teamwork and service teams can benefit your organisation. Partnering successfully and learning to empower customer service representatives are other important elements. You will have the opportunity to analyse your company's level of customer service from an internal perspective and solve specific service issues.

Target Audience
Front-line staff, managers, supervisors and customer service representatives

Expected Duration (hours)
3.0

Lesson Objectives

Looking within Your Organisation

  • recognise benefits of improving internal customer service.
  • identify the characteristics associated with an effective internal customer service mind-set.
  • apply techniques that support excellent internal customer service in a business environment.

    • Managing Internal Relationships

  • recognise the value of internal customer collaboration through teamwork.
  • apply techniques for overcoming teamwork obstacles in a service-based organisation.
  • identify service team tasks necessary to establish excellent customer service.

    • Partnering Successfully

  • recognise benefits of incorporating partnering in an internal customer service plan.
  • identify the necessary values of partnering.
  • identify the steps of the partnering process.
  • assess a business scenario and decide if partnering techniques have been properly applied.

    • Empowering Customer Service Representatives

  • recognise benefits of empowering customer service-oriented staff.
  • recognise differences between laws, policies and standards.
  • assess a business scenario to determine if appropriate action has been taken regarding organisational rules.
  • apply techniques to empower customer service representatives in a business environment.

    • Course Number:
    CUST8124