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
Skill Level Intermediate
- Serving internal customers presents a unique challenge. An internal customer is generally a coworker inside our own organization. Some of our coworkers have their own agenda and not everyone is on the same page. Our hard work isn't always appreciated or even noticed. And a few colleagues play corporate politics or just aren't very nice. Unlike our external customers, our internal customers typically can't take their business somewhere else if they're unhappy. That means we need to find a way to make things work.
Hi, my name is Jeff Toister. I'm the author of The Service Culture Handbook as well as a consultant and trainer who helps customer service teams unlock their hidden potential. Nearly 50% of the requests I receive are for help with internal customer service. Companies today increasingly recognize that outstanding internal service helps employees work more productively and ultimately do a better job serving their external customers. In this course, we'll explore the special skills necessary to serve our internal customers.
We'll start by covering techniques to build positive relationships with our coworkers. Workplace relationships can be difficult, but our jobs become more satisfying when we like the people we work with. Strong relationships also make coworkers easier to serve. Next, I'll share some of my favorite techniques to exceed expectations and become known as a go-to employee who gets things done. Finally, we'll look at proven ways to solve problems, such as diffusing angry coworkers.
Problems will happen in every service environment, but it's how you handle them that can make all the difference. Throughout this course, we'll follow Janice, an office manager, as she serves various internal customers. We'll see firsthand some of the challenges she faces and the steps she takes to overcome them. My hope is you can use the skills you learn in this course to serve your internal customers better, make your job a little easier and develop a reputation for being a go-to employee. Let's get started.