Inside information Bestseller Digital licence available
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 http://www.videoarts.com/images/products/INSIDE1 L01.jpg
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Meeting internal customer needs Bestseller http://www.videoarts.com/product/INSIDE1 L02/Meeting-internal-customer-needs http://www.videoarts.com/images/products/INSIDE1 L02.jpg
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Communication Bestseller http://www.videoarts.com/product/INSIDE1 L03/Communication http://www.videoarts.com/images/products/INSIDE1 L03.jpg
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Personal support & conflict Bestseller http://www.videoarts.com/product/INSIDE1 L04/Personal-support-&-conflict http://www.videoarts.com/images/products/INSIDE1 L04.jpg
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Summary Bestseller http://www.videoarts.com/product/INSIDE1 L05/Summary http://www.videoarts.com/images/products/INSIDE1 L05.jpg
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Extra - The internal customer pyramid Bestseller http://www.videoarts.com/product/INSIDE1 L06/Extra---The-internal-customer-pyramid http://www.videoarts.com/images/products/INSIDE1 L06.jpg
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Extra - Understanding what your organisation offers Bestseller http://www.videoarts.com/product/INSIDE1 L07/Extra---Understanding-what-your-organisation-offers http://www.videoarts.com/images/products/INSIDE1 L07.jpg
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Extra - Tips on breaking down silos Bestseller http://www.videoarts.com/product/INSIDE1 L08/Extra---Tips-on-breaking-down-silos http://www.videoarts.com/images/products/INSIDE1 L08.jpg
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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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