Developing Internal Customer Services
Objectives:
- Get closer to your internal customers and their needs
- Build stronger relationships built on competence and trust
- Market your department’s services more effectively
- Manage client expectations and deliver results that add value
- Play a larger, more strategic role in the organisation
- Be able to measure their own function’s degree of customer focus and be able to apply a variety of tactics to get closer to the customer
- Recognise the power of approaching internal customers in the same way as external customers
- Be able to apply strategic decision making tools to their own environment
- Understand the steps in the internal consultancy cycle
- Recognise the skills required to build effective relationships
- Be able to plan and run an effective client meeting
- Understand a variety of methods to solve client problems
- Be able to develop an internal Service Level Agreement
- Understand, then have applied the Principles of Marketing to their own challenges
- Recognise how to align their Department’s plans with the organisation’s strategy and tactics
- Understand a range of marketing tactics and how these can be applied to improve performance in any work environment
Designed For:
- This course will have broad appeal and should therefore give participants the chance to share and discuss their challenges
- It is designed for anyone in an advisory, internal consultancy or service role, where success depends on interacting well with other departments
- The course will be of great benefit to people new to the role, as well as more experienced officers seeking to refine their client management skills
Outline:
The Changing Nature of Internal Service Departments
- A vision for the organisation of the future
- Expectations of service departments
- Changing the perception of the role of service departments
- The Real Requirements of Internal Customers
- How to understand the needs of the internal customer
- Understanding your strengths and weaknesses as perceived by internal customers
- Conducting a SWOT analysis
- Understanding Your Customers
- Getting close to the customer
- Understanding customer needs and expectations
- Identifying and segmenting internal customer needs
- How to conduct customer research
- Meeting Customer Needs and Expectations
- Measuring customer satisfaction
- How well do you do?
- Talking to customers
- Identifying the important gaps in delivery and expectation
- Tools and Techniques for Gathering Customer Information
- Surveys
- Customer panels and focus groups
- Stimulating customer response
The Consultancy Process
- The role of the internal consultant
- Building personal and professional credibility
- Steps in the consulting cycle
- Overcoming common problems in the process
- Critical success factors
- Agreeing goals and objectives
- Preparation and planning
- Establishing Winning Relationships
- ‘Gaining entry’ with key decision-makers
- Networking for mutual benefit
- Building rapport and trust
- Understanding real needs
- Influencing and managing issues
- The Internal Client Meeting
- Planning and running an effective meeting
- Getting the right information
- Questioning and listening for best results
- Reaching consensus on issues
- Agreeing what can be done and when
- Gaining commitment to joint responsibilities
- Solving Internal Customer Problems
- Analysing information collected
- Problem-solving techniques
- Brainstorming methods
- Effective decision-making
- Agreeing Effective Solutions
- Understanding the user’s point of view
- Defining the scope of each project
- Negotiating strategies and tactics
- Selling benefits
- Gaining commitment
Managing Client Relationships
- Establishing Service Level Agreements
- Ensuring delivery matches expectations
- Gaining feedback on implementation
- Evaluating effectiveness, ensuring satisfaction
- Marketing the Service Function
- Why should you market internally?
- Raising the profile
- Getting the message across
- Aligning the objectives and activities
- Maximizing the value of your Department’s contribution
Ensuring Your Department Strategy Matches the Organisation’s
- Building a strategic and tactical plan
- Using a strategic model to ensure alignment
- Getting agreement from stakeholders
- Gaining your team’s commitment and energy
- Case Studies and Exercises
- Working on a number of case studies
- A chance to build skills as well as awareness
- Delegates will be able to raise their own issues and concerns
- Tools and Techniques for Effective Internal Marketing
- Developing a distinctive department brand
- Clarifying and communicating the vision and values for your team
- Managing perceptions and expectations
- Establishing the customer promise
Developing a Marketing Plan
- Establishing the key messages
- Planning for communication that works
- What are the most effective channels for communication
- Making sure you get feedback
- Getting Your Plan of Action Together
- Working in small groups with tutor guidance, participants will start to prepare the broad outlines of a plan for developing internal relationships and marketing their department within their own organisation
Training Methodology:
This interactive training course includes the following training methodologies as a percentage of the total
tuition hours:-
30% Lectures, Concepts, Role Play
30% Workshops & Work Presentations, Techniques
20% Based on Case Studies & Practical Exercises
20% Videos, Software & General Discussions
Certificates
A Certificate of Completion will be issued to those who attend & successfully complete the programme.
Schedule
08:30 – 10:15 First Session
10:15 – 10:30 Coffee Break
10:30 – 12:15 Second Session
12:15 – 12:30 Coffee Break
12:30 – 14:00 Third Session
14:00 – 15:00 Lunch
Fees
The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:
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