Internal Customer Service Excellence HNI Training & Coaching

Who Should Attend:

  • Sections Heads & Middle Managers
  • Team Leaders & Team Members
Course Objectives:

  • Gain a clear picture of internal service relationship
  • Confirm how customer service excellence can lead to long and profitable "Client" relationships
  • Learn how to make every interaction with customers a positive experience
  • Identify VAK personality types and discover your own
  • Identify best practices for managing different types of customers
  • Learn how to build rapport and increase communication effectiveness
  • Develop listening skills to learn and understand your internal customer's needs
  • Learn new tools and techniques for Customer Service excellence on the phone and through emails.
What will you gain?

By the end of this course you will be able to:

  • Understand the positive impact of implementing internal customer service as a workplace standard
  • Focus on treating each employee as a 'customer' and determining their needs
  • Build and encourage a positive attitude for internal service, and for helping others meet their objectives
  • Create and manage interdepartmental service strategies that improve the work flow in the organisation
  • Enhance employee productivity and improve the quality of service within the organisation
  • Eliminate friction between departments and diagnose any emotional triggers that can hinder the internal service culture
  • Deal with different personalities of internal customers and manage their expectations
  • Encourage interaction and strengthen interpersonal communication to improve work relationships
  • Produce satisfied internal employees that will lead to satisfied external customers.
Course Content:

New Perspective in Defining Customer Service

  • External Vs. Internal Customers
  • What does 'Customer Service Excellence' mean to your internal customers
  • CS ethics and respect in the workplace
  • Establishing a positive attitude
  • Responsibility in giving and receiving service in the workplace
Social Intelligence and its effect on CS

  •  The Iceberg Phenomenon
  • Social Intelligence and Interpersonal Communication
  • Assertiveness vs. aggressiveness
  • Understanding Emotional Hijacking
  • Managing emotional triggers and it's effect on internal customer relations
 Mastering Communication with Different VAK Personality Types

  • What are VAK Personality Types
  • How to communicate with different personality types
  • Dealing with challenging internal customers
  • Flexibility for effective communication
  • Empathy and inter-personal relationships
 Successful Communication Strategies 

  • Gaining Rapport in the workplace
  • Verbal and vocal phone communication for ICS
  • Email communication with your internal customers
  • Active listening vs. Hearing
  • Dos and don'ts to win and retain customers
Building Internal Customer Partnerships

  • Responding effectively to different customer needs
  • Building the internal customer successful relation
  • Importance and dynamics of trust
  • Designing your code of ICS excellence.

Career Path

Win & Retain Internal Customers

HNI Training and Coaching as a Dubai training center, is an innovator and leader in human capital development, providing world-class experiential corporate training solutions and services in English and Arabic to organisations in the MENA region. HNI Training and Coaching is amongst the leading training institutes in Dubai that currently offers training courses in Abu Dhabi, Dubai and Doha in 16 different categories.

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