Tuesday, April 12, 2016

Internal Customer Service Training


When companies look to improve customer service, too many organizations make the mistake of focusing solely on external customer service. Measuring and analyzing how could we get better at identifying and meeting the expectations of our customers & users...Trying to identify tips and techniques that can set us apart from our competition are all very important.

But, the mistake that is too often made is the direction of our improvement focus. Instead of just focusing externally, let’s also look internally on how we identify and meet the expectations of our internal customers – our colleagues and coworkers. What type of service are we providing to our internal customers? In too many cases, external customer service delivery is negatively impacted by internal miscommunication, poor internal coordination or simply put “the left hand not knowing what the right hand needed or had promised to the customer!”   

Robert Townsend, founder of the Avis Corp. (the “We Try Harder” people) understood it completely. He said “If you’re not directly serving a customer, you damn well better be supporting the someones who are!” Too often we find that we are the ones who are shooting ourselves in the foot. The old comic strip “Pogo” said it best in one of their strips – “We have identified the enemy – and the enemy is us!” We’ve all had those situations where lack of internal coordination or communication created self-imposed hoops that we had to jump through to meet external customer’s deadlines or expectations. On the drive or ride home we sadly shake our heads and say to ourselves - “Sometimes, we are successful in spite and despite of ourselves.”   
At Proven Training Solutions, we’ve developed a program entitled “Seamless Internal Customer Service training that helps you overcome the 5 most common obstacles to improved and seamless internal customer service.

The 5 common obstacles Proven Training Solutions can help you overcome are:

      1)    Increasing internal communication by opening up your internal communication climate so when people do talk they can really be open & honest …especially about work status or deadlines.

      2)     Tearing down silos & barriers that exist between departments and/or people to increase work and work effort transparency so communication and information can flow horizontally through your organization.
  
      3)    Making employees more accountable & responsible for meeting due dates, deadlines and communicating. As the old saying goes, when no one’s accountable – no one’s responsible.  

      4)    Helping employees better understand their role and the role of internal customer service in the ‘big picture’ of the customer service process.

      5)    Resolving personality conflicts between key players by improving people’s interpersonal skills and situational awareness.

You can learn more about our Seamless Internal Customer Service training by viewing this video www.youtube.com/watch?v=PehZdp7O2qU or visiting our website at http://www.proven-training-solutions.com/customer-service-training/internal-customer-service-training/

Below is our overview video from the YouTube page:


You can reach us at 1-800-403-5456 to find out how we can customize our training solutions to meet your needs.