Learn how to pinpoint opportunities to influence your coworkers' perception of you. Learn the difference between good, bad, and outstanding internal service.
- How do you define outstanding customer service?…This is a bit of a trick question,…since customers evaluate service quality…by how well an experience compares to their expectations.…Let's look at the difference between good, poor,…and outstanding customer service,…so I can give you some examples.…Here's Janice answering a coworker's email…with a prompt and helpful response.…It was good service, because that's exactly…what her coworker expected.…The challenge with good service is we don't notice it.…We're only wired to notice and remember things…that are different than what we expected.…
Poor customer service is service that falls short…of the customer's expectations.…Think of this as an unpleasant surprise.…Let's look at an example where Alicia, the sales manager,…was counting on Janice to order lunch for a sales meeting.…- Janice, did you get my email?…- Not yet, I just got back to my desk.…- I was asking if you ordered lunch…for my sales meeting today.…- I totally forgot.…- Janice, everybody's going to be here in 45 minutes.…
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