Internal Customer Service

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Internal Customer Service

Overview

 Duration: 1.5 hours

Did you know that high levels of service for your external customers can be achieved only with the presence of a high level of service and support within the members of the organization?

All businesses are built around the needs of customers who are external to the organization. However, did you know that the employees within the organization, with whom you transact every day are your internal customers?

Exemplary customer service has to be a sum function of the effort of the entire organization. It does not restrict to the effort of front-line personnel who deal with external customers. The front-line personnel will need the service and support of every member of the organization.

“In an organization, if you are not working directly with the external customer, you are probably working with someone who is.”

Building a successful culture of internal customer service will require you to create a service vision, develop customer-focused processes and enhance internal collaboration and partnerships among organizational members.

As a manager of your unit or function, you have a responsibility to build an internal customer service culture in your organization. This course will provide you the direction and the necessary skills for the same.

Internal customer service impacts the service that you provide to external customers. Here, in this course, we will discuss how to build an internal customer service culture as outlined below:
  •   Identifying your Internal Customers
  •   SMART Goals
  •   Customer Processes—Guidelines
  •   The Effort-Impact Matrix
  •   Building Commitment
At the end of this module, the learner will be able to:
  •   Understand internal customer service culture and environment in your organization
  •   Understand how an effective service culture results in business success
  •   Work with key enablers that help establish an internal service culture
  •   Promote key practices that enhance internal customer service culture
  •   Work with templates and formats that will help in enhancing the strength of an internal service culture

This course is meant to benefit:

  •   Budding entrepreneurs seeking to build an organization that thrives on internal customer service
  •   Managers seeking to improve the service level of their department
  •   Management executives seeking direction or a framework to build an internal service culture within the organization to improve the organization’s outlook
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