Course Overview

Internal customer care ultimately impacts the bottom line of the business. An example is when technical staff do not have to worry about services requested from internal support functions, they are able to focus on their deliverables more effectively, knowing that their requests are being handled by members of a reliable team.

Course Objectives

Upon completion of this course, the trainees will be aware and understanding of the following:

  • Explain why internal customer care is imperative to our company’s success
  • Describe the importance of opening the lines of communication between each of our departments
  • Demonstrate confidence to interact within each department
  • Demonstrate the ability to use different ways of keeping internal customers engaged via the different ways of communication
  • Demonstrate ability to practice effective internal customer service techniques with excellence and manage situations involving an array of different emotion scenarios that may be encountered
  • With the learned techniques, master the ability of making internal customers feel valued, extremely well treated and satisfied
  • Reinforce company processes using customer service techniques
  • Explain why employees are our biggest and best resource using customer service techniques
  • Describe why job satisfaction directly impacts customer satisfaction
  • List reasons why satisfied customers create satisfied employees

Who Should Attend

All the Department in the companies to enhance the communication and the customer focus orientation, also the Customer Service Department

Course Content

Module (01) Introduction to Internal Customer Care

  • Course objectives
    • To raise customer service and support standards
    • To instruct, equip and inspire participants to delight customers at every contact they have
  • Personal objectives – and introducing the ‘Personal Development Plan’
  • Why do customers leave?
  • Customer retention
  • What is your purpose?
  • Practical exercise

 

Module (02) what is good internal customer service?

  • Who’s doing it and how?
  • Customer service role models
  • Who is your customer?
  • The customer experience
  • What makes customers happy?
  • The two things every customer wants
  • Practical exercises

 

Module (03) Making every Internal Customer feel SPECIAL

  • The SPECIAL model
    • Speed and time
    • Personal / personalize
    • Expectations – manage and exceed
    • Competence / courtesy
    • Information
    • Attitude
    • Long-term relationship and follow-through
  • Qualities of customer service and support ‘superstars’
  • Applying the SPECIAL qualities to your job
  • Practical exercises

 

Module (04) Communication Skills for Internal Customer Service

  • Different styles of organization
  • Service standards
  • The service journey
  • The supply chain – understanding the importance of customer service within and between departments, e.g.:
    • Marketing
    • Sales
    • Order processing
    • Fulfilment
    • After-sales support
    • Finance
    • HR
  • Continuous service improvement
  • Phrases to avoid
  • Practical exercises

 

Module (05) What’s in it for me?

  • What do you get from offering first-class internal customer care?
  • Job satisfaction and the link to ICC.