Training for the Organizations INTERNAL CUSTOMER SATISFACTION TRAININGS Purpose of These Trainings:
To improve professional effectiveness and competitiveness by orienting participants towards an appreciation for the internal customer. Quality customer consciousness & developing the right communication skills with internal customers are some of the skill sets that are desired to be inculcated in the participants by using these trainings to enhance motivation and performance.
The overall objective of this program is a whole organizational approach to delivering excellent service to both internal and external customer’s at the most basic level, the service provision as experienced by the internal customers as the behavior of individual staff on a daily basis.
These Trainings aim at:
Identifying & learning behaviors supporting and destroying the interdepartmental coordination, communication & effectiveness while interacting with the internal customers.
Improving internal customer satisfaction in turn helping to challenge and retaining your best employees.
Training Goals –
Create a more customer-centric organization by creating a more responsible professional attitude that inspires staff to take ownership of internal customer needs.
Enhancing the image of serving department in internal customers’ mind by understanding the critical importance of effective internal service.
Development of a customer focused shared vision within the company
Learning Objectives –
Key learning objectives & concept deliverables of the trainings customized to the needs of participants & based on understanding of expectations.
Sensitize participants, improve confidence on Internal Service by building a positive attitude and overcoming mind blocks.
Develop new and empowering habits and replace existing habits that limit positive internal customer experiences.
To work as a unified team to solve internal customer needs.
To go the extra mile to create satisfied internal customers.
Ability to connect and create a long lasting positive impact on colleagues & co workers.
Set personal development objectives on internal service.
The group will achieve the above objectives by learning behaviour through the following concepts targeted at development of skills and attitudes that will enable the participants to deliver effective Internal Service.
CONCEPT DELIVERABLES
Why Internal Service? Introduction – Expectation
Internal and External customers.
Identifying service chains.
Gaining organization level perspective on global trends and development.
Why Internal Service is so important?
Difference between what and how of internal service.
Importance of knowing internal customer expectations and perception of service.
What Makes Great Internal Service?
Evaluating our attitudes towards colleagues, developing a customer-focused attitude towards co workers.
Loss company suffers through ineffective internal service.
How communication plays a big role in the perception of work quality.
Communication with internal customers: what the problems are and how to improve it.
To help participants in their self awareness & effectively convey the meaning intended.
Overcome the barriers of effective communication with internal customers & work in co-operative modes to develop good relations.
Building rapport & pacing with internal customers.
Know how to understand internal customers' points of view by utilizing active listening skills.
Successful display of non verbal communication.
Learning techniques to handle complaints and strategies for recovery.
Sins of internal service.
Setting service standards for depts. & linking them to organization values.
Buy in of participants & charting out implementation plans to create a commitment to internal service excellence.
METHODOLOGY: Training Design & Delivery – Internal Customer Satisfaction
The workshops are designed to be basic, clear and easily understandable with Questionnaires, Slides Presentations ,Insightful stories, Cases with Open and Group Discussions around the result areas for improving the Internal customer service skills, attitudes & behavior of the participants.
The workshops are interactive high on involvement, and reality based using experiential based simulation from business environment, management games and role-plays to help participants understand.
Development is achieved through a series of practical and interactive exercises that impart general knowledge and skills relevant to a wide range of internal service working situations. Individual development activities from one to one conversation, to small/ larger group interactions, are practiced and enhanced. Experiences are shared; real life working issues are explored.
Core Excellence methodology helps participants master the skills they need in order to work effectively. It targets the development of improved communication, teamwork and builds confidence in specific work situations for improved initiative, & decision-making.
Learning Approach:
The program considers all the above areas from perspective of
Increased awareness of the needs of internal customers – understanding what co workers want from their relationships with you.
ACTION PLANNING
To develop a Continued Achievable personal Skills Growth Plan -
The program is designed to create a master action plan, which would enable participants to implement the learning of the program in their profession for improvement
PROGRAMME OUTCOMES
Rich Learning Experience - Participants will acquire strength and gain confidence – first in managing their own emotions, then in managing internal customer transactions & interactions for a consistently successful outcome. Our training programmes & trainers’ ratings average at around 90%
Internal Customer Satisfaction – Participant Take Away. The participants on successful completion of the training program will:
Demonstrate higher levels of optimism and energy and action orientation in delighting the internal customer.
Greater sense of ownership, responsibility ,commitment and accountability for co workers
Create a transparent and an open organization to understand the internal customer queries and solve them on time.
Value and respect colleagues from other departments and the organization by fostering an environment that facilitates excellence in internal service
Demonstrate Increase in Communication, Cooperation & Coordination
Understand how to provide the components of high-quality internal service: Courtesy, caring, flexibility, problem resolution, and recovery.
Maintain a high level of respect for the diversity of each co worker, and treat each colleague as an individual.
Greet co workers & colleagues with warmth and enthusiasm.
Empathize with a internal customer’s feelings and show interest in what interests him.
Identify emotions that co workers should experience in line with the internal service & behavior that would generate above-mentioned emotions in them.
Willingly take personal responsibility for applying new skills and abilities in the work environment.
For more information, please send us below informations:-