Who Should Attend:

• Sections Heads & Middle Managers
• Team Leaders & Team Members

Course Objectives

• Gain a clear picture of internal service relationship
• Confirm how customer service excellence can lead to long and profitable “Client” relationships
• Learn how to make every interaction with customers a positive experience
• Identify VAK personality types and discover your own
• Identify best practices for managing different types of customers
• Learn how to build rapport and increase communication effectiveness
• Develop listening skills to learn and understand your internal customer's needs
• Learn new tools and techniques for Customer Service excellence on the phone and through emails.

What will you gain?

• Understand the positive impact of implementing internal customer service as a workplace standard
• Focus on treating each employee as a ‘customer’ and determining their needs
• Build and encourage a positive attitude for internal service, and for helping others meet their objectives
• Create and manage interdepartmental service strategies that improve the work flow in the organisation
• Enhance employee productivity and improve the quality of service within the organisation
• Eliminate friction between departments and diagnose any emotional triggers that can hinder the internal service culture
• Deal with different personalities of internal customers and manage their expectations
• Encourage interaction and strengthen interpersonal communication to improve work relationships
• Produce satisfied internal employees that will lead to satisfied external customers.

Course Content

• External Vs. Internal Customers
• What does ‘Customer Service Excellence’ mean to your internal customers
• CS ethics and respect in the workplace
• Establishing a positive attitude
• Responsibility in giving and receiving service in the workplace

•  The Iceberg Phenomenon
• Social Intelligence and Interpersonal Communication
• Assertiveness vs. aggressiveness
• Understanding Emotional Hijacking
• Managing emotional triggers and it’s effect on internal customer relations

• What are VAK Personality Types
• How to communicate with different personality types
• Dealing with challenging internal customers
• Flexibility for effective communication
• Empathy and inter-personal relationships

• Gaining Rapport in the workplace
• Verbal and vocal phone communication for ICS
• Email communication with your internal customers
• Active listening vs. Hearing
• Dos and don’ts to win and retain customers

• Responding effectively to different customer needs
• Building the internal customer successful relation
• Importance and dynamics of trust
• Designing your code of ICS excellence.

Testimonials

• “With this course and with the instructor’s advice I can now deal with all types of customers in a more professional manner. The instructor delivered the message with good examples that we get to see in our day-to-day lives.”
• “Loved the instructor’s way of presenting the material. The program will help a lot in my personal and professional life.”
• “The workshop was very interactive and had nice activities. It will help in managing and understanding other people’s problems, and their expectations.”