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Developing
and Maintaining
Internal
Customers’ Satisfaction
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Audience:
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This Training Program is
suitable for all personnel who their jobs require them to communicate
interact with different business units. Many people would say, “I don’t have
customers, I have users or vendors!”
In this Training Program,
we look at the importance of exceptional customer service for both Internal
and External customers. The old saying “If you don’t look after your
customers – someone else will!” pertains to internal customers as well!
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Objectives:
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By the end of this training program,
participants will be able to:
- Identify who
their customers are
- Provide
exceptional customers service
- Identify internal
and external customers
- Communicate with
Internal customers for results
- Listen actively
to their Internal customer
- Understand and
fulfill the needs of their customers
- How to be a part
of the solution not the problem
- Develop a
rapport with their customers and maintain an excellent relationship
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Course Outline:
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i
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Customer Service, why bother?
- What is Customer
Service?
- Who is the
Customer?
- What's in it for
the customer?
- Who deserves
your Service?
- 5 keys for
better service: (Reliability, Responsiveness, Feel valued, Empathy,
Competence)
- Understanding
the Customer: Decisions and Satisfaction
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ii
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Back to Basics: The Art of Giving
Good Service
- Expand your
definition of Good Service
- Develop a
Customer-Friendly Attitude
- Two types of
Organizations in view of Customer Service
- Simple Actions –
Significant Payoff's: Strategies
- How to Work in a
partnership role with customers
- Developing
commitment from internal customers
- Developing
techniques for defining roles and responsibilities and clarifying
expectations
- Assertively
express needs for successful partnership with customers
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iii
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The Difference between External and
Internal Service
- Are Internal
Customers more difficult to Identify?
- Do your Internal
Customers share the same organizational goals?
- Do Internal
Customers get your service free?
- With Internal
Service, can you see the effect of your work more readily?
- "You are my
customer Today, I am your customer tomorrow" Syndrome
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iv
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A Model of Internal Service
- Serving as a
fellow Employee
o Customer Knowledge
o Customer Involvement
o Two-ways Communication
- Serving as
Service Provider
o Responsiveness
o Competitive Edge
o Relationship Management
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v
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Your Role, Your Skills in Customer
Interaction
- How to treat
everyone as your customer
- Polishing
Communication Skills
- Do you listen
actively
- The 17 qualities
of a Team Player
- Enhancing
Interpersonal Skills
- Do you manage
your time or your time manages you?
- What is your
Personal Development Plan?
- How to get
everyone on your side?
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