• Istanbul

    Istanbul

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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