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Internal Customer Service - Improving Internal Relations For Service Delivery

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Books-white 1 Day(s)  Coin-white $555.00
     
     
  Overview  
 
  Every employee in an organisation plays a significant role in customer service. Even though you may not have direct contact with an external customer, your behaviour will ultimately impact fellow colleagues who regularly deal with members of the public. You will explore the concept of an ‘internal customer’ and learn how treating internal departments as customers significantly lead to greater efficiency and better service to external customers.  
 
 
  Objectives  
 
  By the end of this course, you will be able to: • Understand what is meant by internal customer care and recognise how it can benefit you as an individual and as a member of an organisation-wide team • Develop an understanding of the attitude and skills required to effect successful internal customer service • Accept the need to use your organisation’s standards and procedures responsibly • Identify improvements to working procedures to help colleagues service external customers • Improve workplace communication skills for internal customer care  
 
 
  Outline  
 
  • Internal Customer Care - Colleagues as customers - Positive attributes of internal attitude and behaviour • Internal Service Chain - Symbiotic relationship - Impact of “behind the scenes” activities - Rights and responsibilities of colleagues • Steps in improving internal customer service • Improving communication with internal customers using techniques like “deep listening, question thinking and difficult conversation” • Formulation of action plan for transferring internal customer care back to workplace  
 
 
  Instructors  
 
 
  Chua_bee_choo_sep3_2017   Vanisa_lee  
  Chua Bee Choo   Lee Lay Peng, Vanisa  
 

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.

Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.

 

Vanisa specialises in soft skills training particularly in the area of service excellence and people skills.

She has many years of experience teaching and facilitating adult learning in both government and private sectors. Her early careers were in human resource, organisation development and culture.

Vanisa holds a Master of Education degree from the University of Southern Queensland (Australia), a second class honours (upper) degree in Social Science from the National University of Singapore (Social Work), a diploma in Training and Development Management from the Institute of Training and Development (UK) and another Diploma in Teaching of English as a Second Language (TESOL).

She is a certified teacher for the Spalding Method to Literacy. She is qualified to administer in Personality Profiling System (DISC) and Six Seconds Emotional Intelligence (EQ). She possesses Workforce Development Agency (WDA)’s Work Skills Qualification- Advanced Certificate in Training and Assessment (WSQ-ACTA). Vanisa is also trained by Harvard Professor Robert Kegan to facilitate personal/group development using the Immunity to Change Approach.

Vanisa is recognised by Institute of Adult Learning Singapore as an Associate Adult Educator.

 
 
 
 
  Classes  
 
 
Date Time Address Available Slots Class ID Registration
Classes to be released. Stay tuned for details.
 
 
 
For Training Coordinators registering for officers or doing bulk registration:
 
1. Download the ‘Participants Course Registration’ template in this download link.
2. Fill up the ‘Participants Course Registration’ template for participants that you are registering for.
  • For participants who already have an account, fill up columns A to C.
  • If participants do not have an account or if you are unsure, fill up all fields.
  • Columns D to Q will be disregarded if the participant already has an account.
  • New participants will receive an email notification prompting them to change their password.
3. Send the completed template to CSCEnquiry@ntuclearninghub.com.
4. You and the participant will both receive an email notification once the course registration has been successfully submitted.
 
 
     
 
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