Excellence in Internal Customer Service Workshop in Petaling Jaya

Certificate: Course Completion Certificate

Language: English

Duration: 1 Day

Credits: 8

Refreshments: Snacks, Beverages and Lunch included in a classroom session

Course Delivery: Classroom

Offers: Group of 5 - 10 people 10% Discount, Group of 11 - 20 people 15% Discount

Course Overview:

This Internal Customer Service workshop is designed to enhance collaboration and communication among staff, particularly those working with internal customers such as colleagues and team members. Through self-assessment and practical exercises, participants will discover their dominant communication styles and learn how to adapt them for better teamwork and efficiency. The course focuses on improving listening skills, making good first impressions, setting expectations, and fostering a collaborative work environment.

By the end of the workshop, participants will be equipped to work more effectively with colleagues, improving overall workplace performance.

Target Audience:

This course is ideal for support team members, back-office support teams, and any staff responsible for serving internal customers.

Learning Objectives:

By the end of the course, participants will be able to:

• Listen actively, ask better questions, and interpret nonverbal communication.
• Set and manage colleagues' expectations effectively.
• Communicate assertively to maintain productive relationships.
• Adapt their communication style to different work scenarios.
• Map and analyze workflow to enhance team collaboration and efficiency.

Prerequisites:

There are no formal prerequisites for this course.

Course Materials:

Participants will receive a course manual, presentation slides, and reference materials to support their learning.

Technical Requirements (for eBooks):

• Internet access to download the eBook
• A laptop, tablet, smartphone, or eReader (not Kindle)
• Software that supports Adobe DRM (e.g., Digital Editions, Bluefire Reader)

Certification: Participants will receive a course completion certificate from Mangates upon finishing the training.

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Info: ○ Understanding the importance of clear communication.
○ The five basic principles of communication.
○ Focusing on behavior, not personality, for effective communication.
○ The power of specific communication and active listening.
○ Assertive communication techniques.

Info: ○ Importance of teamwork and collaboration.
○ Recognizing internal customers as important as external customers.
○ Managing the expectations of internal customers.
○ Understanding and adapting to different behavioral styles.
○ Mapping internal networks for efficient workflow.
○ Conveying a "I Care" attitude when collaborating with colleagues.

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