Categories > Customer & Public Relations :   Internal Customer Service   Program Duration : 5 Days Program Date 1 Program Date 2 Program Date 3 : : : 21-25 April,2012 Cairo, Egypt 14-18 July, 2012 Alexandria Egypt 20-24, October Cairo, Egypt Program Fees : US$ 3200/Per Person Course Overview Do you mainly work with colleagues within your organization rather than external contacts? Do you want to be able to provide the kind of excellent services that enables others to work effectively and efficiently? A lot of emphasis is often given to providing excellent customer care - but how does this affect you if your job role means you only deal with colleagues within your organization? This course is designed to help you develop the skills that will enable you to identify your customers and meet the challenge of consistently providing the best customer service available. who Should Attend: You will benefit from the course if you deal with internal customers on a day-to-day basis. Skills Gained By the end of the course you will be able to: explore the importance of your role to the organization identify who your customers are identify what makes customer care count and set personal customer care goals obtain from customers a clear understanding of their expectations solve problems on behalf of your customers and know how to handle complaints effectively demonstrate the importance of taking responsibility to achieve customer satisfaction state your preferred working style and how that may clash with the styles of others. Course Outline What will the course cover? Personal objectives for the course. What constitutes excellent internal customer service excellence? Experiences of excellent of poor internal customer service. Customer service behaviors that are important to your internal customers. Levels of communication. Building rapport with internal customers. Telephone skills. Structuring a call with a customer. Questioning techniques and listening skills. Projecting a positive, take action attitude. Positive reframing. Showing initiative. The importance of individuals' working styles. Levers for high quality customer service. Completion of a personal action plan.