OVERVIEW
Developing an Internal Customer Focus training is designed to help employees understand the importance of their internal customer, specifically those who interact with others inside the organization. This highly engaging workshop will provide participants with a foundation of skills necessary when working to achieve continuous improvement, so that your team can fully meet the requirements of external customers.
This course is based on the fact that each and every worker needs to show concern for the quality of their work and interactions among others, so that the entire organization can thrive.
- Understand their own personality (based on 4 colors)
- Effects of dissatisfied internal customers
- Determining how internal customers define quality
- Building win-win relationship with everyone
- Developing a brave problem solver mindset
- Treating one another as you do your customers
- Typically spans 1 day (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-2 days workshops or extended sessions beyond 3 days).
- Customer Service Representatives
- Team Leaders and Supervisors
- Sales Teams
- Frontline Employees
PROGRAM OUTLINE
- Introduction on the program
- Participant will learn about the 4 types of personality
- Understand their strengths and area of support required
- Identify key customer relationship
- Develop strong workplace relationship
- How to communicate responsively
- How to deal with difficult co-worker
- What is outstanding service?
- Active listening techniques
- Active listeners tools
- How to set and manage expectation?
- Going the extra miles
- Time Management
- Eisenhower Matrix tools
- Taking ownership of problem
- Problem Solving Matrix
- Anticipate problems
- Anchor your workplace attitude
- What to do when a co-worker checks out?
- 5 Conflict Management Style
- Saying ‘NO’ in a polite manner
- Ways to manage individual / team tensions
- Managing your boss
- Being a peer-leader
- when conflict clashes your values
- Debriefing & Conclusion
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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