Internal Customer Service Excellence

1 Day Course

This course has been replaced by the Delivering Customer Service Excellence course. However, we can still run it as a tailored onsite course.


Course Outline (15 topics)

  • Establish personal objectives for the course
  • What constitutes excellent internal customer service excellence?
  • Experiences of excellent of poor internal customer service
  • Customer service behaviours that are important to your internal customers
  • Levels of communication
  • Building rapport with internal customers
  • Telephone skills
  • Structuring a call with a customer
  • Questioning techniques and listening skills
  • Projecting a positive, take action attitude
  • Positive reframing
  • Showing initiative
  • The importance of individuals' working styles
  • Levers for high quality customer service
  • Completion of a personal action plan

Course PDF