Overview

Sustainable, high-performing customer-focused culture can only be achieved when everyone in the organization works together seamlessly – when teams can work independently and interdependently towards a common goal. The functional teams must develop the skills and adopt the right behaviours to help them play a significant part in creating a positive, productive, and forward-looking environment within the organization.

This high impact program is designed to develop the skills and competences of your functional teams to build capabilities for delivering exceptional internal customer service. They will learn the importance of system’s thinking, and taking ownership over situations, while ensuring that they are supportive to the co-workers

Areas covered

• The culture of Internal Customer Service: It’s a decision
• Embracing the principle of internal customer service
• Expressed and unexpressed needs and expectations of
• internal customers
• Thinking like an internal customer: functioning like a partner
• The spirit of lateral service – internal customer service responsibilities
• Delivering good internal customer service: creating better Relationships
• Understanding sources of internal customer complaints
• Managing internal customers’ extreme emotions and behaviour
• Defining internal conflict and understanding the sources
• Holding difficult conversations internally