Giving Good Service to the Internal Customer
One day workshop
Overview
Whether you work in a support or a front-line service you are connected up with the rest of the organisation and possibly other agencies. Very few people work as an’ island’ and on an average day you are likely to provide or need a service many times from your internal colleagues.
Sometimes these relationships don’t work well and it is easy to forget that the standard of service to the external customer depends on our efficient collaboration. This workshop examines the internal customer service chain, and how we can make it work smoothly and positively.
What you will learn
- Benefits of good internal customer care
- Understanding your part in the service chain
- How to communicate openly, honestly, and to mutual benefit, about your own work needs
- Identifying the working needs of colleagues and how to respond to them
- How to make yours and other departments look good - and enjoy it!
Workshop content
- Who are your internal customers?
- What is good internal customer care?
- Rights and responsibilities of internal customers
- Understanding the service chain, expectations and accountability
- Identifying the working needs of colleagues and how to respond to them
- Making realistic commitments you can meet
- The internal communications audit (are relations good with all departments? If not, what can you do about it?)
- Internal -departmental disagreements their causes and cures; building bridges
- How to communicate openly, honestly, and to mutual benefit, about your own work needs
- Information sharing and confidentiality
- Dealing with complaints
Who should attend
Anyone who offers a service to other parts of the organisation, but especially managers of this kind of team.