For the Back Office
Customer Focus for the Back Office © is a highly effective internal service training program. Participants learn how to build and strengthen internal service partnerships which focus on adding value to the customer experience. It is a proven and fully customizable training program which targets the needs of all back office or support employees.
Successful customer-focused organizations share the belief that no one is more important than the customer and that every employee has a part to play in creating customer value. In fact, the cause of an alarmingly high percentage of customer service problems and complaints is due to a breakdown in internal cooperation and support. Some refer to this cooperation and support as internal service. We refer to it as internal service partnerships. Every employee, whether they deal directly with customers or perform some other function have a critical role to play is adding value to the customer experience.
This internal service training program creates a customer-focused mind-set and presents a process which enables employees create highly effective internal service partnerships. They will understand what they must do in order to contribute to adding value to each and every customer interaction with your organization.
This process provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their work-product, products and services which ultimately impact on the customer.
This on-site program is available in one-day and two-day formats.
Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.