Internal Customer Service

In Reaching Beyond Excellence

One day learning programme on

‘Internal Customer Service’

Facilitated by Dhammika Kalapuge MCIM(UK), CPM, FAMI, FABE(UK)


Objective

The facts remain that in any business “if you are not serving a customer, you will be serving somebody who is!” The objective of this workshop will be to fine-tune the right ‘mindset’ amongst the Company staff so as to provide an excellent service to the internal customers and thereby enhance productivity. It will persuade the participants for a behavioural change in regard to how they should deal with internal customers who are fellow human beings with feelings and emotions. Moreover, how to treat your internal customers as important ‘guests’ when you deal with each other at the institution. It will also demonstrate that the staff of the institution possess the right skills and the self-motivation to serve its internal customers with a passion.

Rationale

Any reputed institution today has a need to build and maintain an image for their intense focus and high standards of quality in every thing they do. In view of the above fact this learning programme will provide the staff with an insight as to how they could further enhance the quality of internal customer service, public relationship, productivity and effectiveness to achieve the overall objective of the Company.

Providing ‘care’ to internal customers is a ‘mindset’ to which every employee in the organisation should be attuned. To begin with, everyone should understand that their superiors, colleagues and subordinates are fellow human beings. It is a fact in life that ‘human beings’ always like to be treated with dignity. Offering something to such internal customers to feel that they are being cared for beyond a mere deal helps them to develop mutual relationships, understanding, care, respect and trust amongst each other within the organisation.

At this workshop the improvements required to the ‘people’ element within, will be given due emphasis, whilst not ruling out the ‘policy’ and ‘process’ support needed for the staff to perform. A follow-up action plan is suggested at higher level to study the improvement needed, arising from the programme for the ‘policies’ and ‘processes’, to support the Company to get much better results out of this initiative.

Target Audience

All Divisional Staff. To achieve the desired results it is recommended to have a representation from all divisions.

Training Methodology

One-day educational and inspirational workshop to be conducted to the entire staff ideally with 50 in each group. The learning style adopted will be a combination of mini-lectures, open forum discussions, world-wide examples, individual and group assignments. This will be an interactive programme, which requires a high degree of audience participation.

Course Contents:

1 The importance of providing internal customer service excellence and developing the right attitude to serve the internal service partners.

2 The human behaviour in forming relationships and how it applies to the institution in building partnerships with each other.

3 The demonstration of the institution personality as Efficient, Professional, Approachable, Friendly and Reliable Institution.

4 The maximisation of available resources to the best of its potentiality for enhancement of productivity.

5 Providing world-class service standards with a local touch that suits best and thereby extending care to your own internal customers.

6 A need to implement a ‘Total Solution Focus’ (TSF) strategy, throughout all divisions, for better results in the Institution.

7 The need to work with a ‘Team Spirit’ at all levels across the Institution to achieve the assigned tasks.

8 The organisations Front office / Back office integration towards providing internal customer service excellence.

9 Breaking the paradigm to transform problems into opportunities in providing solutions to its internal customers.

10 Highlight best practices adopted by local and foreign Institutions to improve internal customer service standards.

11 Setting standards in each individual’s own role to extend an outstanding service to the internal service partners.