Internal Customer Service Skills (2 Days)

Learning Objectives:

  • Improve service within your organization, increase productivity, and
    as a result, offer your clients better service.
  • Create inter-departmental service strategies that help rather than
    hinder work flow in your organization.
  • Eliminate conflict among departments

Learning Outcomes:

Participants completing the course will be able to:

  • Make a composed and confident impression on each and every
    contact, so customers feel welcomed and well cared for,
    particularly when they have a problem
  • Use personal skills for listening effectively and to enhance an
    understanding of what customers really want and expect
  • Identify different customer needs and situations and change your
    approach accordingly
  • Maintain a positive attitude, and make every customer case sound
    like your most important
  • Enhance leadership skills in dealing with customers

Outline

Part 1:  Preparing For Customer Service

  • Identify Your Strengths and Weaknesses
  • Goal Setting
  • Managing Your Thoughts
  • Toolkits for a Positive Attitude










Part 2:  Advance Customer Service Skills

  • Understanding your Organization Structure
  • Problem Solving
  • Time Management
  • Persuasive and Influential Skills
  • Professionalism and Confidence
  • Teamwork
  • Development and Motivation
  • Effective Communication
  • The Art of Listening
  • Conflict Resolution
  • Employee Feedback

Lesson Review


talent. Communication Skills are enormously important
and worth a college degree.” – Warren Buffet

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