Customer Service: Serving Internal Customers

Introduction

• Serving internal customers
• Preparing to dive in
• Defining internal customer service

1. Building Positive Workplace Relationships

• Identifying key customer relationships
• Developing strong workplace relationships
• Serving remote coworkers
• Working with difficult coworkers

2. Exceeding Your Internal Customers' Expectations

• Using active listening techniques
• Communicating responsively
• Managing expectations with clear language
• Going the extra mile

3. Solving Problems for Your Internal Customers

• Taking ownership of problems
• Anticipating problems
• Defusing angry customers with the LAURA technique
• Avoiding toxic coworkers
• Anchoring your workplace attitude

Conclusion

• Continuing the journey to serve internal customers