Serving Your Internal Customers

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, organizational culture, and employee relationships support a service environment, the organization 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 organization. Then you must understand how teamwork and service teams can benefit your organization. Partnering successfully and learning to empower service agents are other important elements. You will have the opportunity to analyze your company's level of customer service from an internal perspective and solve specific service issues.

Target Audience
 Front-line employees, managers, supervisors, and customer service agents

Expected Duration
3.0 hours

Lesson Objectives:

Looking within Your Organization

  • recognize 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

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

    • Partnering Successfully

  • recognize 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 Service Agents

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

    • Course Number: CUST0124