Customer Delight – Internal
About this intervention
Poor internal customer service is at the root of very many day-to-day problems within organisations. People do not intend to cause problems, but they rarely understand the chain reaction that follows a failure to do something, doing something late, or getting things wrong. By improving the internal service provided within a company, the service provided by a company almost certainly improves too.
This program will equip employees to
- Understand the individual value/skills and expertise they bring to the company
- Define the concept of value stream mapping
- Identify the role/value their department contributes to the value stream
- Explore the concept of ‘win-win’, and why they tend to compete rather than collaborate
- Assess the level of internal customer service that they currently provide to colleagues
- Identify their own internal customer service chains, and examine the consequences of letting colleagues down
- Communicate effectively to reduce misunderstandings and problems
Who will benefit?
Managers and Leaders throughout the organisation
What challenges will it help you address?
- Silos within the organisation
- Lack of empathy or understanding for one’s own role in the value stream
- Non-adherence to service level agreements
- Attitude of indifference towards other departments
- Blame-game when there are service break-downs
Create a customer centric culture
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