Traditional approaches to customer service have focused on how well organizations deliver services to their external customers – people outside the organization. What many organizations fail to realize is that the path to exceptional customer service begins with an internal focus – the internal customers. This is the service we provide to fellow employees; other departments; suppliers and anyone else we work with to the get the job done. Failure to take care of the people inside the organization can have grave implication on the satisfaction of your external customers.

This one-day workshop is designed to enhance employees’ ability to deliver “top notch” service within their organization. Participants will have the opportunity to practice key skills and receive immediate feedback to reinforce or improve the ability deliver services.

• Conduct an internal service “check up”
• Discuss key drivers for improving internal customer service
• Anticipate, plan for, and build your services around the needs of your internal customers
• Collaborate with internal partners to improve service processes
• Build and maintain strong working relationships with internal customers

Module 2: Managing Customer Interactions

• Improve communication with internal customers
• Effectively work with difficult and dissatisfied internal customers
• Deliver timely and accurate services