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Internal Customer Service Skills for Service Delivery Teams

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This course will help your staff to be more aware of the customer experience and how to manage the needs and expectations of their customers - internaly and externally. In addition the training will look at examples of good and poor customer experiences and how these impact on the success of the team and the organisation. 

The day will also provide practical tools in providing the best customer service experience consistently. 


  • Defining internal customer service and what it means for the success of the organisation and the Service Delivery Team
  • Understanding every internal customer and managing their expectations – face to face, over the telephone and email
  • Understanding the verbal and visual cues of internal customers that enable you to meet their individual needs
  • Understanding the benefits of different communication channels and knowing when to use them effectively
  • Dealing with difficult/aggressive internal customers and using your people skills to turn a situation around
  • Measuring internal customer service, evaluating and making improvements 

The training is highly participative. It is built on the experiences of real life internal customer service scenarios of the Service Delivery Team.


This training day is aimed at one in your organisation who wishes to refresh, learn new skills and enhance their skills in how they managed internal and external customers.

Timings: 9.30 am to 4.30 pm 

Booking confirmations: We will email you to confirm receipt of your booking within five working days. A confirmation invoice will be issued to either request payment by either BACS/cheque or confirmation of payment if you have made a card payment already through our World Pay Account.  Again this will be issued within five working days. Also detailed joining instructions are normally released by email at least seven working days prior to the date of the course.

We look forward to receiving your booking and welcoming you onto the course.

What our clients say:

In-House Training

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Training Venues

£495.00 + VAT
per delegate

INCLUDES: Expert trainer, tailored to your requirements, course materials, certificate, lunch and refreshments

Leeds Centre LS1 4HR


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