The Central Objectives of this programme are as follows:

• 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 customers needs.
• Learn new tools and techniques for Customer Service excellence on the phone and through emails.

Designing Approach

Tailor-Made for Your Needs: Solid State Training Solutions works closely with every client as a long-term strategic partner. We conduct pre-training requirements process which includes collecting details of the registered delegates and conducting training needs analysis meetings to align the training solution with the client’s objectives.

Delivery Methodology

• Simulation – providing life-like scenarios through structured learning experiences and to improve business awareness and management skills.
• Role Play – acting-out situations in groups, under the supervision and feedback of a lead coach.
• Presentations, Videos and Video Recording – visual materials to support presentations of theory.
• Games – learning is fun with Solid State Training Solutions! Using a variety of tools and games to emphasize the learning experience.
• Discussions – use two-way communication between the trainer and the trainees to increase learning opportunities.
• Questionnaires – to gather information from the participants, attributed or anonymous, free-form questions and multiple-choice.
• Case Study Analysis – a key tool for such workshops, either individuals or groups review the materials provided to understand a key message and then present their findings to the other participants.

Excellent customer service provide exceptional customer service to external and internal customers. Internal customers, including marketing and product development, depend on the data collected from customer service contacts to improve existing products and services. This data can include information related to safety issues, production problems and poor performance. The internal benefits of good customer service also stretch beyond current products and services. Excellent customer service departments capitalize on the ideas customers provide for suggested products and services, leading to opportunities for new innovations and revenue streams.

By the end of this course, participants will be able to gain the following:

• 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 organization.
• 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.