Description
OBJECTIVES
By the end of the programme, delegates will be able to:
- Understand how internal service levels impact external Customer service
- Better meet external consumer needs by improving coordination & communication internally
- Collaborate more effectively between departments internally
- Break down barriers & silos that exist between departments
- Work better with different people and personalities
- Identify how we all work & play for the same ‘home team’
- Recognize who the internal customers are and how they help the business
- Develop improved listening and communication techniques
PROGRAMME DETAILS
DAY ONE
- Manage Internal Customer Expectations
- Learn the 4 steps to delivering seamless internal service
- Understand the elements of exceptional internal service
- Identify the most important internal service links in your company
- Where does external service suffer when internal service falls down
- Anticipate and be proactive when the need exists
- Develop internal service expectations
- Effectively manage internal customer expectations
- Reinforce how internal service levels impact external customer service
DAY TWO
- Deliver Seamless Customer Service
- Develop collaborative performance expectations for different departments
- Improve working more effectively with different people
- Get along better with different types of personalities
- Recognize and improve your communication types
- Learn the 5 keys to keeping external customers for life
- Discover how internal service can impact those 5 keys
- Review best practices of customer service reliability, assurance, empathy & responsiveness
- Project a superior service image and personality
- Manage telephone service successfully
- Develop excellent listening techniques
DAY THREE
- Handle Service Problems in Ways to Satisfy Customers
- Recognize the critical importance of service recovery and customer satisfaction
- Reduce the emotion of internal problems
- Soothe upset and angry customers & co-workers
- Managing when you have to say “no” or deliver bad news to inside or outside customers
- Regain trust when mistakes are made
- Help customers even when they’re wrong
- Develop a “Customer Service Team Code of Conduct” rules of engagement
- Deal effectively with difficult customers both internal and external
- Handle the stress and pressure of the job
- Apply stress management techniques
