Internal Customer Service Skills for Service Delivery Teams Training Course (1 Day)

Overview

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.

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.

Objectives

Objectives:

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.

Who should attend?

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.

Testimonials

Really happy with the course makes you realise just how valuable customers are to the business

A very enjoyable and informative course – good for team building in the company as all departments took part

Relaxed atmosphere with plenty of positive ideas to action

The training was very insightful and has helped a great deal

The in-company training day was delivered in a clear and methodical approach with a focus on making it relevant. Trainer understood us and our product and environment to ensure that it tackled our problems and situations

I really enjoyed the relaxed, flexible and relevant approach to our groups/business needs