Learn how to overcome assumptions about workplace problems and find solutions. Take responsibility to initiate positive change. Share feedback with coworkers.
- Problems can and will happen.…It's what people do about them…that can really make a difference.…Some people let problems go unsolved.…They assume it can't be fixed or nobody cares,…or they might be worried about being blamed.…People who are great at internal customer service…recognize problems can be an opportunity.…Here's your chance to be a go-to person…by taking ownership of problems.…Ownership means taking responsibility for a solution.…Now, this doesn't necessarily mean you have to accept…blame for the problem, especially if you don't create it.…
Ownership doesn't always mean…you have to do all the work either.…There are some times when other people…need to be involved to solve a problem.…The key is making sure it gets done.…Let's say Alicia, the sales manager,…asks Janice to order lunch for Alicia's sales meeting.…Janice agrees to have the lunch delivered and set up…by 12:30 that day.…Now imagine it's getting close to 12:30…and the delivery driver's running late.…While Janice isn't technically to blame,…
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