Lesson:  The Importance of Serving Your Internal Customers

The Learner will:

• recognize the benefits of improving the service you offer your internal customers
• define who key and non-key customers are
• create an effective customer experience statement

Lesson:  Communicating with Your Internal Customers

The learner will:

• recognize the benefits of communicating effectively with internal customers
• use internal customers' physical experiences to meet and exceed internal customers' likely expectations
• use assertive behavior to manage conflict in a given scenario

Lesson: Internal Customer Service - A Structured Approach

The learner will:

• recognize the benefits of taking a structured approach toward the implementation of internal customer service
• create an internal customer service plan
• set appropriate standards for internal customer service in a given scenario
• use the appropriate types of questions to obtain internal customer feedback