Customer Service

Internal Customer Service Excellence

Win & Retain Internal Customers

In-House Programmes

What's so different about this programme?

Public Programme Dates & Schedule

Doha: 23-25 Oct'18, 10-12 Mar'19, 30 Jun-2 Jul'19, 20-22 Oct'19
Duration:3 Days
Fees: QAR 6400

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?

By the end of this course, you will be able to: 
  • 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

New Perspective in Defining Customer Service
  • 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
Social Intelligence and its effect on CS
  •  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
 Mastering Communication with Different VAK Personality Types
  • 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
 Successful Communication Strategies 
  • 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
Building Internal Customer Partnerships
  • Responding effectively to different customer needs
  • Building the internal customer successful relation
  • Importance and dynamics of trust
  • Designing your code of ICS excellence.


  • “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.”

Our Clients



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