A half-day workshop on how to deliver high levels of service to both internal and external customers

1/2 day in-company workshop

Classroom or Virtual Training

Customer service graphic

Course Content

  • Understanding the importance and relevance of maintaining strong internal relationships
  • Discover how your behaviour directly contributes to a positive working environment
  • How to build and maintain relationships with colleagues and develop those relationships to create a strong business culture
  • Understanding how conflict arises
  • Learn how to deal with conflict positively
  • How to use assertiveness skills appropriately
  • Identifying your personal interaction style; be able to assess your preferred style, as well as the behaviour style of colleagues, and adapt your style to create positive outcomes

Course Overview

How often do we stop to think about our colleagues, what their job entails, how we interact with them and what we could do to make their lives easier?  People within our company are our ‘internal’ customers, it is essential that we communicate and cooperate with them more efficiently if we are to serve our ‘external’ customers effectively and provide first-class service to them.  Cultivating effective and professional relationships with our colleagues has a direct and positive impact on both productivity and attrition.

This half-day workshop focuses on both attitudes and skills including effective communication and how we can adapt our approach to suit different customer types, influencing tactics to build rapport, commitment and trust, dealing with difficult people, handling resistance and complaints, diffusing difficult situations and gaining commitment.  It has been designed to help use these skills to develop brand value and will offer techniques, skills and processes to drive staff motivation and manage conflict whilst delivering high levels of service to both internal and external customers.

Role-plays and exercises are used throughout to enable delegates to practice their new skills.

“It will help me think more as to how I can impact internal customers on a daily basis, to put the skills learned in to my job and help build better relationships.”

For further details please contact us by email or call us on 01438 718071

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