In this video, learn how to prevent customer frustration and anger through proactive service. Additionally, learn how to act quickly to prevent problems from having a negative impact on internal customers.
- The best way to solve a problem is to anticipate it…and implement a solution before the problem actually occurs.…Let's say Janice, the Office Manager,…wants to go on vacation.…While she's away, Alicia, the Sales Manager,…emails Janice for help with a project.…She doesn't get a reply, so she calls.…She still doesn't get a reply, so she goes to Janice's desk,…only to see that Janice isn't there.…Alicia might be upset if she doesn't realize…that Janice is on vacation.…A little anticipation could easily avoid this issue.…
A great tactic would be for Janice to set…an Out of Office message on her email and voice mail.…Her Out of Office message should refer people…to a backup contact who could provide assistance…in case of an emergency.…Janice may even want to take the extra step…and notify key internal customers ahead of time,…so they can let her know about any pressing issues…before she's out of the office.…While we can't anticipate every problem,…many can be predicted with just a little research.…Here's an exercise you can use to improve your ability…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude