Inside information Bestseller
A silo-buster's guide to internal customer service
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Overview
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The aim
To show people how to develop more effective working relationships with their colleagues through better internal customer service.
About the programme
Most organisations recognise that exceptional service is vital to winning and retaining customers – but very few treat their internal customers with the same level of respect and support as they do their external customers. Those that do are stronger, more effective and more productive. The performance of every individual within the organisation depends upon the performance of others and unfortunately a ‘silo’ mentality is all too common. Mistakes are seen as the fault of other groups, and problems as the responsibility of other departments.
This programme is suitable for all those who want to break down ‘silos’ in their organisations and build productive working relationships with people from different departments. It will teach you what internal customer service is and why it is important, how to communicate with internal customers and meet their needs, and ultimately how to work together with a sense of trust and shared purpose.
The key outcomes
-Develop closer, more efficient working relationships with those in other teams/ departments, along with a sense of respect and unity
-Treat internal customers in the same way as external customers, giving them the best possible support and service
-Communicate effectively with internal customers and identify each other’s expectations
-Work with colleagues to put the interests of the organisation – and the external customer – before the narrower interests of your own departmentsProgramme includes:
DVD (20 mins)
DVD extras (7 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides on disc
Self-study workbook on discInformation:
A Video Arts Production 2008 featuring James Dreyfus, Francis Barber and James Lance.
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Learning chapters
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What is internal customer service? Bestseller http://www.videoarts.com/product/INSIDE1 L01/What-is-internal-customer-service?ver=CH http://www.videoarts.com/images/products/INSIDE1 L01.jpgThe news has just come in - the last conference that Stratfold Conference ran was a flop. Fiona holds a meeting with her heads of department to find out why the conference was such a disaster.... (read more)
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Meeting internal customer needs Bestseller http://www.videoarts.com/product/INSIDE1 L02/Meeting-internal-customer-needs?ver=CH http://www.videoarts.com/images/products/INSIDE1 L02.jpgThe reasons that the conference was disaster are uncovered. Fiona's team are quick to defend themselves and fail to see how their behaviour towards each other is the cause of their problems. They don't see themselves as working together.... (read more)
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Communication Bestseller http://www.videoarts.com/product/INSIDE1 L03/Communication?ver=CH http://www.videoarts.com/images/products/INSIDE1 L03.jpgIt's becoming apparent to Fiona that her team are failing to understand the importance of communicating with each other. Rather than working towards the same goal for the better of the organisation, her team are showing signs of a silo mentality.... (read more)
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Personal support & conflict Bestseller http://www.videoarts.com/product/INSIDE1 L04/Personal-support-&-conflict?ver=CH http://www.videoarts.com/images/products/INSIDE1 L04.jpgNow that Fiona knows what the issues were that caused the conference to fall flat on its face, she has called another meeting with her team to get them to think how they can work better as team and avoid such a mess again. She gets them to see that they need to treat each other as internal customers, to support each other and put any personal issues aside.... (read more)
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Summary Bestseller http://www.videoarts.com/product/INSIDE1 L05/Summary?ver=CH http://www.videoarts.com/images/products/INSIDE1 L05.jpgLearning from their previous mistakes we see Greg, Lucy, Adam and Sarah all working together - the silos have been broken! They have changed their behaviours towards each other.... (read more)
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Extra - The internal customer pyramid Bestseller http://www.videoarts.com/product/INSIDE1 L06/Extra---The-internal-customer-pyramid?ver=CH http://www.videoarts.com/images/products/INSIDE1 L06.jpgIt can help internal customer service if people imagine their organisation chart being turned upside down, so that each department is seen as serving and supporting those closer and closer to the external customer.... (read more)
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Extra - Understanding what your organisation offers Bestseller http://www.videoarts.com/product/INSIDE1 L07/Extra---Understanding-what-your-organisation-offers?ver=CH http://www.videoarts.com/images/products/INSIDE1 L07.jpgBetter communication amongst different parts of organisations, particularly large ones, avoids missing opportunities to serve external customers.... (read more)
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Extra - Tips on breaking down silos Bestseller http://www.videoarts.com/product/INSIDE1 L08/Extra---Tips-on-breaking-down-silos?ver=CH http://www.videoarts.com/images/products/INSIDE1 L08.jpgThis video extra covers: creating forums to share information; practising proactive information sharing; and creating, or contributing to, an environment in which status is given to those who share infomration freely and work effectively with and work effectively with others.... (read more)
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e-learning course
Module preview
Each e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.
Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.
Each e-learning title includes:
- Pre-test to establish current knowledge and determine which modules the learner needs to complete
- Test results and summary notes at the end of each module
- Glossary of commonly used terms and key video clips
- Final knowledge check to test retention
- Full tracking and reporting capabilities
e-learning course contains
Trailer
Pre-test
Introduction to internal customer service
More on communication
Conflict at work
Personal support and conflict
Silo busting links
Knowledge check
We provide access to full tracking and reporting so you can keep up-to-date with the learner’s progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.
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