Applying Customer Service Skills Internally

Using a horror-movie scenario, this video training shows how awful our internal customer service can be. In an organization, employees are dependent upon each other to be able to perform their jobs, yet we lose sight of how important it is help our co-workers do their jobs. This Video On Demand stresses the importance of knowing who your customer is, determining what their needs are, understanding how they use your products or services, and finding ways to deliver more timely, efficient and beneficial service.

Viewers are encouraged to strive for continuous improvement, cooperate across departments and divisions and show the right attitude. They're also shown the importance of being a good customer themselves by modeling the type of behavior they would like to see in their own internal customers. Guidance is provided on how to respond to a customer with a grievance by cutting through red tape to find a solution.

Viewers of this video better understand how the service they give to their co-workers has a direct effect on the company's success and prosperity through its ability to serve its external customers well. Build a culture of caring, cooperation and quality by requiring this training during the on-boarding process and when employees are transferred or promoted.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All employees

• Introduction
• Internal Customers
• Identify Your Customer
• Determine Customer Needs
• Make a Plan and Carry it Out
• Show the Right Attitude
• Follow Up and Measure Progress
• Be a Good Customer
• Customer Grievances
• Conclusion

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute