Applying Customer Service Skills Internally

Sometimes, we treat our co-workers like they're the invisible man, dismissing their needs as bothersome and unimportant. This video training pits the red-tape mummy against the invisible internal customer to show how treating co-workers poorly demonstrates how we often lose sight of the organization's dependence on its employees for success. Recognizing who our internal customers are, understanding their needs, striving for ways to improve how we serve them, measuring the success of improvement plans, and being a good internal customer are the focus of this entertaining and effective video.

This video-based training reminds employees their jobs exist to help the organization succeed, and their co-workers need them to be reliable, helpful and efficient in order to perform their own work. The training helps build a commitment to excellence as well as teamwork by showing how continuous improvement makes everyone's job better and fosters a positive work climate. The training should be viewed by all new employees and reviewed when an employee is transferred to a new work team or promoted to a new position.

This course was originally produced by CRM Learning as “Invisible Man Meets the Mummy.”

   This course is in the Video On Demand format, to read about Video On Demand features click here.

New hires, newly promoted or transferred employees

• Introduction
• Internal Customers
• Identify Your Customer
• Determine Customer Needs
• Make a Plan and Carry it Out
• Show the Right Attitude
• Follow Up and Measure Progress
• Be a Good Customer
• Customer Grievances
• Conclusion

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute