Internal Service Excellence Programme
Why external service excellence starts with internal service excellence.
You can’t deliver service excellence to your customers, without internal service excellence.
All employees in your organisation will have a direct or indirect impact on the service delivered to your customers/clients.
When departments work in silos, this can result in a break down in communication across teams, leading to unnecessary delays. The break down can also cause frustration for customer service teams, who may not be able to provide up to date information or specific timescales to customers.
Outcomes your can expect
Our clients typically achieve the following results, after working with us:
✓ 10+ Point increase in Net Promoter Score
✓ 20% increase in employee satisfaction
✓ 25% reduction in average resolution times
Pre & Post Training Evaluation
This programme will commence with an onsite TNA, to identify training needs and to create a bespoke programme tailored to your organisation’s values, service standards and requirements.
A pre course questionnaire will be sent to all employees to measure internal job satisfaction, based on internal service delivery needs.
A post course questionnaire will be completed by all employees 3 months after delivery to measure changes in internal job satisfaction levels.
We will agree measures for ROI with key stakeholders prior to roll out.
ROI will be measured 6 and 12 months after programme delivery.
This service excellence programme (tailored to your company) is delivered by multi award winning Service Excellence Trainer Jacqui Turner. For 2 consecutive years Turner Corner led by Jacqui, has been awarded Best Customer Service Training Provider. She has also been named within the Top 15 Global CX Influencers in 2024.
With 30 years experience within customer service centres and 28 years Training & Coaching experience, your training needs are in very safe hands.
This programme will help all your employees understand the important part they play in the end service delivered to your customers at every stage of the customer journey.
It also helps your teams understand the impact they have on each other.
Here’s what recent attendees said:
“I must say that it was an absolute pleasure to attend the CX training, and I am incredibly grateful for the knowledge and skills that I gained from it. The material presented was well-structured, engaging, and insightful.”
“I had never thought about the idea of internal customers when it comes to customer satisfaction. This idea will change the way I approach tasks taken to support my colleagues.”
NB The programme below provides an overview of typical content. However, the actual content and number of modules will be tailored to your requirements.
It can also be delivered as a Train the Trainer Model for your in house trainers to roll out the programme.
You can also book a Free 2 hour taster session, simply book a Discovery Call via the Book A Call Button at the bottom of the page.
Choose the service excellence sessions which are relevant to your teams and we will tailor the content to your requirements.
The session overviews below are for example purposes only.
Module 1 – Fundamentals of Service Excellence.
During this service excellence session team members will…
- Explore the importance of internal service excellence.
- Assess the impact on business success and growth.
- Explore internal vs external service.
- Agree ways of bringing company values to life within roles.
- Identify internal and external customers.
- Explore the stages of a customer’s journey within your ogranisation and assess the direct and indirect impact of each person’s role on the service customers receive at each stage.
- Identify the difference between Colleague/Customer ‘Needs’ and Expectations; review current strengths and agree actions to enhance service delivery across teams.
- Set next steps to enhance service excellence skills.
Module 2 – Effective Communication & Teamwork
During this session team members will…
- Explore the 6 Step Communication Model and identify common barriers to effective communication along with their impact on colleagues and customers.
- Agree best practices at each of the 6 Steps, when communicating internally and externally.
- Written and Verbal Communication Best Practices.
- Identify effective team working qualities and behaviours and agree ways of enhancing teamwork across teams and departments.
- Develop effective Listening skills by recognising own listening barriers and identifying actions to help minimise/remove them.
- How to handle difficult conversations with colleagues and customers.
- Discuss the importance of trust amongst teams and explore factors which can break and build trust.
- Identify ways to respond to colleague requests in a positive and solutions-focused manner.
- Agree a Best Practise Approach for delivering colleague feedback constructively.
- Practise delivering constructive colleague feedback using the AID feedback model.
- Set next steps to enhance communication skills.
Session 3 – Emotional Intelligence in Service.
During this session team members will…
- Be introduced to the 6 key factors which can affect work performance.
- Explore which factors affect individual performance and recognise steps that will help to enhance work performance and service delivery.
- Determine factor(s) which affect motivation the most and learn the importance of self-motivation.
- Agree actions to increase intrinsic motivation levels.
- Explore the difference between a Fixed and Growth Mindset, and why a growth mindset helps to achieve great performance.
- Learn how to apply the reframing technique in different situations, to help change negative thoughts, feelings and actions into a more positive mindset and smarter actions.
- Identify Emotional Triggers – explore common situations that can negatively affect emotions at work.
- Discover a range of techniques to effectively manage stress and a range of negative emotions.
- Create an action plan of your next steps.
If you’d like to book a Free 2 hour Vitual Taster session for 12 team members, book a call via the button below.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
