1. Internal Customer Service Basics A guide to effective internal customer service

2.  Oxford dictionary defines customer service as:  “The assistance and advice provided by a company to those people who buy or use its products or services.” Source:  http://www.oxforddictionaries.com/us/definition/american_english/customer-service What is Customer Service?

3. The goal of the Internal Customer Service Basics Class is:  to equip you with the necessary tools so that you are able to provide exceptional customer service that is prompt and consistent to all your internal clients. Why Am I Here…?

4.  By the end of the course you should be able to:  Define internal customer service.  Recognize examples of core principles of what exceptional internal customer service entails.  Identify an internal customer from an external customer.  Identify processes to deliver on internal customers’ needs.  Recognize techniques to clarify internal customer service standards and expectations.  Identify common mistakes to avoid when dealing with angry customers.  Identify techniques to defuse angry customers and handle their complaints.  Implement strategies to deal with an irate customer.  list behavioral examples that demonstrate a customer-focused attitude.  list techniques for maintaining ongoing relationships with internal customers.  list processes that can be applied to deliver timely and consistent customer service.  Identify ways to develop a culture of excellent internal customer service. Course Objectives

5.  The course consists four modules: Module 1. Internal Customer Service Module 2. Effective Communication Module 3. Developing a Culture of Internal Customer Service Module 4. Conclusion How the course is organized:

6. Module 1. Objectives  By the end of this module you should be able to:  Define internal customer service.  Recognize examples of core principles of what exceptional internal customer service entails.  Identify an internal customer from an external customer.

7. Module 1. Internal Customer Service Business Insider defines Internal customer service as “anyone within an organization who at any time is dependent on anyone else within the organization.”

8. What internal customer service entails… Great internal customer service is:  Timely  Reliable  Consistent  Thorough  Committed  Unbiased

9. Internal Customer ServiceExternal Customer Service Clients are employed within the same organization Clients are non-employees Have no choice as to whom they do business with Have a choice to receive services or goods from anyone Expect accurate information/service Expect prompt delivery Expect courteous service Internal Vs. External customer service

10.  An Internal customer is anyone who relies on you to perform their duties. Your colleagues maybe your internal customers or internal customer providers.  Key characters of great internal customer service include: consistency, commitment, timeliness, reliability and more. Summary

11.  What are some of the differences and similarities between internal and external customers?  Give one example of what great customer service entails? Knowledge Check…

12. Module 2. Objectives  By the end of this module you should be able to:  Identify processes to deliver on internal customers’ needs.  Recognize techniques to clarify internal customer service standards and expectations.  Identify common mistakes to avoid when dealing with angry customers.  Identify techniques to defuse angry customers and handle their complaints.  Implement strategies to deal with an irate customer.

13. Module 2. Effective Communication Effective communication helps you to:  Identify customer’s needs  Clarify standards and expectations  Resolve conflict  Handle confrontations professionally, and  Build relationships

14. Identifying Internal Customers’ Needs The best method to identify your internal clients is by:  Writing a list of your internal clients.  Identifying the type and the frequency of their requests.  Knowing their roles in the organization.

15.  Speak to your internal clients openly  Be honest about what you can deliver  Be reasonable  Gather all required information  Have a mutual agreement Clarifying Standards & Expectations

16. Susie is a career-life balance coordinator; each quarter she organizes various town hall meetings about the career-life balance program. Animosity between her division and the events planning division is causing conflict in room scheduling and affecting the productivity of the town hall meetings, as time is being wasted to find a different location to host these meetings on the day of the event. As a result, Susie decided to improve internal customer service at her company. Susie writes down a list of her internal customers, including the events planning coordinators, the communications office who videotapes the events, and her teammates in HR. 1. What actions should she take now? A.Discuss what her and the clients’ standards and expectations are. B.Identify what the cause of their problem is. C.Develop an understanding of her clients’ roles and the way they do business. D.All of the above. 2. Once Susie has discussed standards and expectations with her internal clients, what steps should she take next? A.Based upon her discussions, implement changes to ensure easier service delivery processes for her clients. B.Get feedback from her internal customers and evaluate her service delivery to help her stay on the right track. C.Stay committed to the changes discussed and keep providing consistent service. D.All of the above. Case Study

17. Conflicts and Confrontation When dealing with a frustrated internal client, avoid the following mistakes: o Avoiding responsibility o Promising unrealistic expectations o Assuming that internal customers are not priority o Assuming that internal customers are acting in bad faith

18. Avoiding Responsibility When dealing with an irate internal client avoiding responsibility intensifies the problem. Instead: o Defuse the situation instead by being helpful. o Take ownership of the problem. o Promise your client you will do your best to help.

19. Assuming internal clients aren’t priority Do not let your internal customers feel like they are last on your priority list. Instead: o Show empathy and understanding. o Listen actively. o Don’t interrupt. o Gather information. o Do the best you can to help.

20. Promising unrealistic deliverables Making promises that you can’t keep to customers will only escalate the problem. Instead: o Cleary communicate expectations o Demonstrate understanding of requests. o Be honest about what is doable.

21. Assuming internal customers are acting in bad faith Do not prejudge your internal client and think that they are acting in bad faith. Instead: Give all your internal clients the benefit of the doubt. Assume that their actions are honest and sincere.

22. The bottom line… When dealing with a frustrated internal client try the following to defuse the situation: o Be helpful. o Take ownership. o Apologize. o Show empathy. o Demonstrate understanding. o Listen actively. o Don’t interrupt. o Gather information.

23.  Discussing mutual expectations and implementing necessary actions to improve the service you provide will assist you in improving your internal customer service.  Internal customer service involves responsibility of both the client and the service provider in making sure that they both have a clear understanding of what the expectations are regarding time and deliverables. Summary

24.  List two examples of common mistakes to avoid when dealing with an angry customer?  What techniques would you use to Defuse an irate customer and handle their complaints? Knowledge Check…

25. Module 3. Objectives  By the end of this module, you should be able to:  List processes that can be applied to deliver timely and consistent customer service.  Be able to identify ways to develop a culture of excellent internal customer service.

26.  Key to developing a culture of internal customer service requires:  Enforcing communication policies  Taking advantage of training opportunities  Maintaining a learning atmosphere  Maintaining ongoing relationships  Delivering timely and consistent service Module 3. Developing a Culture of Internal Customer Service

27.  To maintain ongoing relationships:  Follow up on deliverables.  Get continuous feedback.  Review delivery process.  Make changes as necessary. Maintaining Ongoing Relationships

28.  To ensure timely and consistent internal service:  Stick to your standards and expectations.  Focus on consistency and quality.  Be transparent in the delivery process.  Monitor performance continually. Timely and Consistent Service

29.  Developing a culture of internal customer service requires you to see yourself as a service provider and taking pride in doing it. It involves commitment, focus, and persistency to deliver prompt and consistent service.  Use common courtesy at all times to create a healthy work environment and develop relationships.  Be part of a solution than part of a problem by looking for opportunities to exceed the expectations of your internal customers. Summary

30.  What are some of the ways we can utilize to deliver timely and consistent internal customer service?  Rita wants to play part in fostering a culture of excellent internal customer service. What should she do? Knowledge Check…