Helping organizations succeed through customer service performance and leadership

A dynamic new workshop to strengthen your
internal communications and internal working relationships

Workshop type:  In-house, customized to your organization Workshop Length: Two half-day workshops, or one full-day workshop Optimum group size: 12-15

Outcomes of the Workshop

• More positive interactions with internal customers
• Stronger, respectful internal relationships
• A more positive and productive work environment
• Greater anticipation and proactivity
• Less internal conflict
• Better solutions and resolutions to challenges

Course Summary

Working With Internal Customers is an engaging, interactive workshop that introduces key skills and practices for establishing strong positive working relationships with an organizations' internal customers .  Based on a blend of proven customer service techniques and core insights into team dynamics, this full-day workshop helps internal service providers better manage and meet expectations, read and react to potential issues, and deal with challenging situations and difficult people.  Participants will gain greater confidence in their roles, and will more effectively leverage their expertise to more positive results and relationships.

Highlights

Roles and Influence
Participants will explore the interrelationship of roles within the organization, and their personal sphere of influence

Building blocks of internal relationships
Participants will learn the core communication links that create and strengthen working relationships

Identifying, managing and meeting expectations
Participants will learn the relationship of customer expectations to customer satisfaction; how to effectively manage these expectations; and how to discern between high expectations and unrealistic expectations

Service styles and service expectations
Participants will be introduced to the three fundamental service styles, and how to adapt to customer needs

The 3 most powerful things you can say to an internal customer
Participants will learn key language skills that instantly position them as a positive solution provider

Saying "no" without creating conflict
Participants will learn when to draw the line on policies and procedures, and how to minimize potential conflict

The solutions mentality - when 'no' isn't an option
Participants will explore strategies for finding alternative pathways to achieving customer satisfaction

Dealing with impossible situations and difficult people
Participants will learn how to identify 'best outcomes' in no-win situations, and how to deal with difficult people and personalities

“It was an excellent learning experience. The most educational training session that I have ever had. I hope to do it again.” “It was so simple but good. It made a world of difference right away. As soon as I got back to work I used these lessons.” “Excellent presentation. Very helpful. Very closely related to personal experiences. Thank you very much!” “Even topics that I thought I understood were presented in a new light. Service skills that I already use, but didn't know how or why, were better explained, giving me the chance to built on them.” “I have been through quite a few of these courses, and this was by far the best.”

For more information on having this dynamic workshop delivered for your workplace, contact us at: 1 800 576-6860 (North America toll-free) or, +1 613 836-3559 info@beldingskills.com