3 Days
There is (quite correctly) a lot of emphasis placed these days on Customer Service.  The successful satisfaction of the end-customer is clearly a pre-requisite for business, it goes without saying.  What often DOES go without saying though is that, in most (if not all) cases, this satisfaction of the ‘External’ customer is hugely dependent on all the various links in the ‘Internal Supply Chain’ working seamlessly together.  Business are multi-faceted and multi-disciplinary.  Too often the output of one department is compromised by the inputs of another.  This is a team game but it is often played inside Departmental Silos and within Political Fiefdoms within the organisation.  This intensive, exercise and tool-rich 3 day workshop looks at every aspect of the “Internal Customer Service’ function.  It examines human motivation as well as ‘Hard’ systems and gives delegates a full rationale, tool and skill-set to overcome the barriers within and enable them to ensure that all the pieces of the internal jigsaw work together for the good of all.

This extensive workshop provides tools and techniques for dealing with all aspects of internal customer service.  Delegates will learn skills, techniques and approaches that are proven in the field to enable elements of the ‘Internal Supply Chain’ to work together flawlessly for the common good.  Topics covered typically include;

How to;

• Get closer to your internal customers and their needs
• Build stronger relationships built on competence and trust
• Market your department’s services more effectively
• Manage client expectations and deliver results that add value
• Play a larger, more strategic role in the organisation
• Be able to measure their own function’s degree of customer focus and be able to apply a variety of tactics to get closer to the customer
• Recognise the power of approaching internal customers in the same way as external customers
• Be able to apply strategic decision making tools to their own environment
• Understand the steps in the internal consultancy cycle
• Recognise the skills required to build effective relationships
• Be able to plan and run an effective client meeting
• Understand a variety of methods to solve client problems
• Be able to develop an internal Service Level Agreement
• Understand, then have applied the Principles of Marketing to their own challenges
• Recognise how to align their Department’s plans with the organisation’s strategy and tactics