On-line training course catalogue
Internal Customer Service Excellence
Type of course: Classroom
| Fee | £350 |
|---|---|
| Days | 1 |
| Course code | PDICSE |
| Location | Oct | Nov | Dec | Jan | Feb | Mar |
|---|---|---|---|---|---|---|
| London King William Street | |- | |- | |4 | |- | |- | |- |
| Malmesbury Wiltshire | |- | |- | |- | |28 | |- | |- |
Booking: click a course date | View location: click location name | Print this page | Download as Word document |
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.
Anyone who deals with internal customers on a day to day basis will benefit from attending this course.
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
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
Related 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
Link to this page: http://www.xpertise.co.uk/PDICSE
Xpertise – Internal Customer Service Excellence training courses
Xpertise provides Internal Customer Service Excellence training courses from 22 UK locations: in Aberdeen Scotland, Altrincham Manchester, Birmingham West Midlands, Bristol South West, Edinburgh Scotland, Glasgow Scotland, Hinckley East Midlands, Leeds Yorkshire, Leeds Yorkshire (Ring Road), London King William Street, London Middlesex Street, London Rosebery Avenue, London Tabernacle Street, Maidenhead Berkshire, Malmesbury Wiltshire, Manchester (Exchange Quay), Milton Keynes Buckinghamshire, Newcastle Tyne and Wear, Reading Berkshire, Stockport Manchester, Swindon Wiltshire and Washington Tyne and Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.