内部客户服务培训 Internal Customer Service.pptVIP

Internal Customer Service Ground Rules Participate fully Contribute Entertain possibility Challenge yourself Have fun! Agenda Establishing the Mindset Colleagues vs. Customers Appreciate the Differences “Return on Investment” Internal Customer Service Basics Who Are Your Customers Expand Your Definition of Internal Customer Service Professional Internal Customer Service Qualities Actions: Do’s and Dont’s Non Verbal Communication Verbal Communication Telephone Etiquette Top 10 Do’s and Dont’s Agenda Best Practices Sharing: Nathan’s Sharing How Other Companies Are Doing It Possible Next Steps Taking an Honest Look at Our Service Level Identifying Internal Customer Needs Developing ICS Guidelines and Manuals Bad News By 2011, 75% of IT departments will be playing very different roles compared to their current jobs 10% of IT departments will be gone, 10% will be absorbed by other functions Worse News IT applications getting more and more mature – at high speed Outsourcing getting more and more popular Worst News People in this room are all IT people Perfect reasons for us to talk about Internal Customer Service Customer Service is80% Attitude20% Technique Probably more so for Internal Customer Service Mind Set Issues Colleagues vs. Customers Appreciate the Differences “Return on Investment” Our Customers Yes, we know customers are extremely important, but When it comes to treating our colleagues as customers… What can be the barriersfor us to treat our colleagues like acustomers? “Return On Investment” Organizational Benefits for Great Internal Customer Service Key to survival and success Motivated teamwork Cost effective Adds to the company bottom line “Return On Investment” What’s In It For Me - personal benefits Service mentality - being needed More job satisfaction Interpersonal skills From I talent to T talent Personal growth Of course – remember the 10% Internal Customer Service Basics Who Are Your CustomersExpand Your Definition of Internal Custo