ABOUT THE COURSE

Life in organisations is changing rapidly. Departments and their people can no longer work in isolation from others. You and your staff need to spend a large proportion of your time working with other parts of the business, sharing expertise, problems and solutions.

In this course you will learn how to:

•     Be successful at demonstrating your expertise with excellent communication skills

•     Present a high quality image to your internal customers

•     Act as Internal Consultant

•     Marketing your services in the right place, at the right time and at the right price

•     Manage relationships with other departments

By attending this highly involved course, delegates will be able to return to their workplace and be the focal point for changing the levels of customer service within their department and organization. They will be equipped with the tools and confidence to challenge current practices, develop new processes and monitor their success.

This course will develop delegates into customer service champions and equip them with the appropriate confidence, consultancy skills and tools to turn any department into a world class service provider and the envy of all other internal customers.

COURSE 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

TARGET PARTICIPANTS

• 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

Training Methodology

This course will be highly participative and your course leader will present, guide and facilitate the learning, using a range of methods including discussions, training videos, case studies and exercises. Where appropriate, these will include real issues brought to the course by delegates.