Customer Service: Internal Customers
Course #4962 | Instructor: Carman
*Individuals who register for all Customer Service Series courses will receive a reduced tuition of $499 for all six classes. Additionally, those who attend all six courses will receive a Customer Service Certificate, issued by North Iowa Area Community College's Continuing Education Department.
Additional Series Courses Include:
*Customer Service Foundations (9/12/19, Course #4958)
*Basic Written Skills (9/25/19, Course #4959)
*Face-to-Face Skills (9/26/19, Course #4960)
*Basic Telephone Skills (9/26/19, Course #4961)
*Handling Upset Customers (10/10/19, Course #4963)
This course will show the importance of delivering exceptional customer service to others within their organization and its affect to the quality and speed of service delivered to external customers. Participants will become self-aware of their level responsiveness, communication, teamwork and problem-solving skills to help their organization succeed.
Course Goals
Describe the differences and similarities between internal and external customer service
Explain why it is important to deliver good internal customer service and how that impacts the service delivered to the external client
Explore ways the 5 R’s/ Principles of Internal Customer Service can be integrated into a job
Review effective communication skills
Practice conflict management steps
Review and identify ways to become a better team member
Learning Outcomes
Explain the difference between an internal and external customer
Give an example of how internal customers have a direct link to a positive external customer experience
Give an example of what the 5 R’s look like in practice (Responsive, Reliable, Respectful, Relationship, Recognition)
Define active listening
Articulate when it is best to communicate by email, telephone, or face-to-face
Explain your conflict management style
Articulate three ways to be a good teammate.
Images
Date and Time
Thursday Oct 10, 2019
9:00 AM - 12:00 PM CDT
Thursday, Oct. 10, 2019
9:00 AM - 12:00 PM
Fees/Admission
$499 for six-course series
$69 for individual class
Contact Information
Contact the NIACC Continuing Education Office at 641-422-4358 if you have questions or would like to register.
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