Deliver Seamless Internal Customer Service Training
Benefits & Deliverables:
- Understand how internal service levels impact external CS
- 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’
- Locate & remove the most common internal service impediments
- Identify the benefits our consumers will receive by improved internal customer service
- Recognize who your internal customers are and how they help the business
- Deliver service that earns the praise of consumers
- Reduce the stress level by working smarter, not harder
- Decrease the number of complaints from external customers due to poor quality work
- Develop the ability to transform conflict into cooperation
- Anticipate and exceed customer service expectations more regularly
- Develop improved listening and communication techniques
Course Outline:
I. 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 CS
II. Deliver Seamless Customer Service
- Identify the barriers or silos that currently exist between departments
- Identify what can be done to tear the silos down
- 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 CS reliability, assurance, empathy & responsiveness
- Project a superior service image and personality
- Manage telephone service successfully
- Develop excellent listening techniques
III. Handle Service Problems in Ways to Satisfy Customers
- Recognize the critical importance of service recovery and customer satisfaction
- Be a fantastic problem fixer for both internal and external service issues
- 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
- Keep service issues from becoming personal
- 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
IV. Stay Calm When the Pressure is On
- Handle the stress and pressure of the job
- Apply common sense stress management techniques
- Separate the personal from the problem
- Don’t give up your emotional control to someone else
