This course is designed for anyone who serves internal customers. Develop a personal learning plan to identify and track your training goals.
- Let's take a moment to cover a few things that will help you get the most out of this course, starting with our topic. The focus is on internal customer service. This refers to situations where we're serving an internal stakeholder, such as a coworker, rather than an external customer. Now there are a lot of overlapping skills between internal and external customer service, but there are also some key differences. You might be naturally drawn to this course if you work in an internal support role, such as human resources, facilities management, accounting or the IT help desk.
But nearly every employee has a coworker or group or coworkers that they serve. Just think of anyone in your company who depends on you to get their job done, and that person is probably an internal customer. Now I want to share a few tips to help you maximize your learning. The course is divided into short movies, with each movie tackling a specific skill. At the end of each movie, I'll typically suggest an activity you can try to apply that skill. My suggestion is to watch just one or two movies at a time and then do the activities before continuing.
This will reinforce your understanding of each topic and help you develop new skills much faster. You could even skip around to the topics that are most relevant to you. Throughout the course, we're going to follow Janice to see how she interacts with her internal customers. Janice is an office manager for her company. She helps employees in her office building by maintaining the facilities, purchasing supplies and other administrative tasks. It's okay if you're not an office manager. When you watch Janice, just try to imagine yourself in similar situations with the types of customers that you serve.
Finally, I've created some downloadable worksheets to help you with many of these activities. One of them is a learning plan worksheet. This worksheet will help you identify your goals for this course and then later, you can use it to create an action plan to apply what you learned. I recommend downloading the learning plan worksheet now and completing it before moving on to the next movie.
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