Course Overview Why is Organizational Customer Service important? It is said, treat them the way you would like them to treat you. What matters is the respect and kindness which is shown to the others that creates an environment of trust and cause positive results as a team. The customer satisfaction index that we wish to achieve with our external clients can only happen if the internal customers are happy and fulfilled.Communication and Collaboration are the key ingredients of getting the task done well in an organization. When you are looking for outstanding workplace culture, internal customer service is the thing to look at. A productive environment to work in an enjoyable workplace is driven by none other than the effective internal customer service. Course Objectives By the end of this training, participants will be able to:

• Know the importance of Organizational customer service
• Deliver good internal customer service and create better relationships
• Have a better environment to work together
• Have a collaborative approach
• Have reduced complaints and ego hassles with other members
• Assertively communicate and create a win-win situation
• Create happy internal customers in the organization

Who Should Attend? This Internal Customer Service Training Program would be suitable for anyone who is interested in working towards enhancing productivity and growth. This program helps you to create a win-win in the organization and have team members work together in collaboration with cooperationCourse ContentModule (01) Know the Internal Customer and Organizational customer service

• Know who is an internal customer
• Define internal customer service
• Learn the benefits of having excellent internal customer service skills
• Know who is your team
• Know how it is different or similar to external customer service
• Look at the tip of the iceberg to see ways to implement great customer service

Module (02) Organizational Customer Service Values

• Learn values of organizational effectiveness and how teamwork impacts it
• Adapt the attitude of customer service
• Understand the right requirement and expectations of the customers
• Perform the CPR (Compassion, patience and respect)
• Know that exceptional Organizational customer service is based on interdepartmental communication and cooperation

Module (03) Listening Skills: Generate Empathy

• Build empathy with your internal customers
• Understand the levels of listening
• Barriers to listening
• Listen to understand and not to react
• Work with the team members to reach the highest level of listening

Module (04) Communication Skills

• Work with the team members to build a two-way communication
• Types of Communication
• Understand how miscommunication can impact relationships
• Know the barriers to Communication
• Filters to communication
• Know effective communication techniques to create a win-win situation
• Get your task done with effective communication

Module (05) Handling emotions

• Create awareness of what you think of self and team members
• Manage the emotional intelligence
• Talk face to face rather than phone/email or messages to resolve issues
• Showcase you are on the same side of the table
• Handle emotions in a manner so as to not hurt the other members
• Tips to handle outburst with internal customers
• Champion effective personal growth

Module (06) Agree to disagree amiably

• Build a relationship with the internal customer
• Create a win-win relationship
• Do not fear to hear a No
• Say a No in a way that it hurts no one
• Avoid arguments at all times
• Respectfully address the concerns

Module (07) Body Language – Non-Verbal Communication

• Recognize the importance of non-verbal communication
• Work towards creating a positive impression
• Cultivate positive energy by interacting and using the right gestures, actions, and styles of body language

Module (08) Responsibility and Responsiveness

• Create responsiveness with the internal team members
• Aim towards the happiness of internal customers
• Create high internal customer service standards
• Work towards mutual accountability
• Know the difference between accountability, responsibility and ownership

Module (09) Handling Complaints

• Understand the complaints of the internal customer
• Overcome the internal customer service problems
• Meet customer service needs and increase productivity and growth
• Resolve the internal issues and work towards better relationships