Internal Customer Service 1 Day Workshop in Fort Worth on Oct 15th, 2024
702 Houston St
702 Houston St, Fort Worth, TX 76102, USA
Texas
32.7526157
-97.3312619
Course Overview :
Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery Format: Classroom (Food and Beverages included)
Course Description:
This workshop was 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 Mangates
