Internal Customer Service 1 Day Training in Kitchener

Certificate: Course Completion Certificate Language: English

Duration: 1 Day Credits: 8

Course Delivery: Classroom/ Virtual Live/ On-Site

Course Overview:

This workshop is designed to help staff improve collaboration with colleagues and other internal customers as a keystone for improving their performance in today's competitive workplace environment. Using a self-assessment tool, participants discover their dominant communication style and learn how to adapt that style to work more effectively with others. The course will help participants improve their communication skills, make good first impressions, set the right expectations, manage themselves, and build collaboration skills. After attending this workshop, participants will be able to work more effectively with colleagues and team members.

Target Audience:

Support team members and back office support teams

Learning Objectives:

After completing this course, delegates will be able to:

• Listen, ask questions, and interpret nonverbal messages more effectively.
• Set and manage expectations of colleagues and team members.
• Communicate assertively.
• Adapt their communication style and manage their behavior for more productive work relationships.
• Map out workflow between colleagues.
• Analyze current workflow and identify how to improve efficiency.

Prerequisites:

There are no formal prerequisites.

Course Materials:

Students will receive a course manual with presentation slides and reference materials.

Technical Requirements:

For eBooks:

Internet for downloading the eBook

Laptop, tablet, Smartphone, eReader (No Kindle)

Adobe DRM supported software (e.g. Digital Editions, Bluefire Reader)

eBook download and activation instructions

Agenda:

Module 1 : Communicate clearly and confidently:

• Importance of clear communication - How well do you communicate?
• The 5 Basic Principles of communication.
• Focus on Behavior not personality.
• Be Specific.
• Use the power of questions.
• Listen Actively.
• Communicate Assertively.

Module 2 : Working Better together:

• Importance of working as a team.
• Internal customers are customers too.
• Managing Internal customers expectations.
• Understanding Internal customers' behavioral styles.
• The 4 Major behavioral styles and flexing your style.
• Mapping your internal network.
• Giving the message of 'I Care' when passing work.

Certification:

Once after the training you receive course completion certificate from Academy for Pro's.

Note:

However, catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning. Reach us at info@academyforpros.com for dates and details of Instructor Led Live Virtual Sessions.

If you would like to get this course customized and delivered exclusively for your group, we have an On-Site Training Option you can reach us at info@academyforpros.com for more details about on-site or corporate training.

Offers:

Groups of 3 people 10% Discount

Groups of 5 people 15% Discount

Groups of 10 people 20% Discount