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MANAGEMENT DEVELOPMENT COURSE

Today’s workplace has changed

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  • Time is in short supply

  • How we consume information has changed

  • Attention spans have shrunk

  • Maximising employee productivity is a key commercial objective

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So where is the ‘space’ for learning and development?

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As a team of learning and development professionals with decades of experience between us, we’ve transformed the performance of thousands of individuals, but experience alone is not enough. The method of training delivery is now equally important as the content of the course.

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customer service skills training course in action

The Internal Customer Experience

The needs and wants of the employee are shifting and having a ‘respectful workplace’ was ranked as the 4th most important factor when choosing a new company to work for.

 

Our Internal Customer Experience programme guides delegates through the process of recognising our co-workers as internal customers and identifies positive actions that derive from that. Collaboration, cohesion and results come from people working in synergy, plus it will help attract and retain the best people!

Learning outcomes

By the end of the programme delegates will be able to:

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  • Be able to identify all internal customers to your function / role

  • Identify dissatisfaction for an internal customer. Identify causes and Impact?

  • Identify what good internal customer service would look like

  • Develop soft skills to build strong interpersonal relationships

  • Develop an action plan for implementation and development

Programme content covers

  • What is internal customer service excellence?

    • Identifying internal customers and stakeholders

    • Recognising different customer styles/types and dealing with them effectively

    • Identifying opportunities to exceed internal customers’ expectations

    • Why bother focusing on Internal Customer Service?

  • Skills development

    • Showing empathy and building excellent customer rapport

    • Building customer loyalty & win/win relationships

    • Developing the necessary skills and attitudes to deliver excellence

    • Dealing with high pressure situations

    • Dealing with complaints and concerns

    • Projecting a professional image

  • Action Plan

    • Personal Action Plan developed

    • Team Action Plan developed

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