1. © Telephone Doctor, Inc. | www.telephonedoctor.com Essential Elements of Internal Customer Service

2. © Telephone Doctor, Inc. | www.telephonedoctor.com You will learn: To define the difference between an “internal” and “external” customer. To list the six elements of excellent internal customer service. To explain how internal customer service affects external customer service. Gain knowledge and insight into the behaviors required to demonstrate excellent “internal customer service.” To apply the principles and/or behaviors exemplified by each point to individual positions within your organization.

3. © Telephone Doctor, Inc. | www.telephonedoctor.com Take the Before-and-After Skills Inventory.

4. © Telephone Doctor, Inc. | www.telephonedoctor.com View Program

5. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #1: Know the Mission of Your Organization and Your Role.

6. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss In the first segment, a man was asked to describe his job. How were the two scenarios the same? How were they different? Why is it important for us to be customers to each other? Why is it important to keep in mind how your department contributes to the entire organization?

7. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription The whole reason you and your department co- workers are part of your team is because you contribute to the organization’s basic purpose for existing. Either you directly help your organization’s customers…or you help someone who does. It’s easy to forget the big picture. We need to keep in mind how our department contributes to the entire organization.

8. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #2: Internal Service is Everyone’s Responsibility.

9. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss How was the double standard portrayed? How does this send a double standard message to the staff? Why is it important for great service outside of the organization to begin within the organization?

10. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription In order for great service to be projected outside the walls of your organization, it must start from within the organization. Every team member needs to be dedicated to making great internal service as high a priority as great external service. Don’t create a double standard by prioritizing external service while falling short on delivering internal service. Remember, offering a consistently high level of internal service is everyone’s responsibility.

11. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #3: Respect Employee Differences.

12. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss What is Joe’s first reaction to hearing Wayne’s message on his voice mail? What is Joe missing about his role in the organization? What should be Joe’s focus? What insights did Cynthia give Joe about Wayne? What makes up a diverse work place?

13. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Many internal service challenges are the result of basic differences in people. The range and variety makes your organization a stronger and more interesting place to work. Acknowledge that we work in a diverse world and there are many differences in how people look, talk, think and act. Focus on the issue at hand. Just because someone is or acts differently is no excuse to practice poor internal service.

14. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #4: Recognize the Personal Space of Others.

15. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss How do the components of a clock relate to today’s modern office? At one time, there was a popular video game known as “Space Invaders.” How were Cynthia and Joe “personal space invaders” to Karen? How does Karen control the situation in the second scene? In the program example, it was clear Joe and Cynthia did not intentionally invade Karen’s personal space. Based on your experiences, discuss intentional vs. unintentional space invasion. What are some other examples of “personal space invasion” in your organization?

16. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription A lack of respect for a co-worker’s personal space may hurt effectiveness when dealing with our customers. Don’t be a “personal space invader.” Many times the offense is unintentional. Use common sense. When we work in close proximity with others, we need to be especially sensitive to recognizing the personal space of others.

17. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #5: Work to Resolve Conflicts.

18. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss Why was Cynthia upset with Joe? How did Joe react to Cynthia? How was Cynthia’s tone of voice important to the success of the BIF approach? Will the BIF approach work every time?

19. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Internal experiences can impact how well your organization operates. Use the BIF approach to maintain positive workplace atmospheres and improve work relationships without involving a manager. Use a calm delivery to avoid escalating the situation. Be aware that the BIF approach may not work in every case. Using the BIF approach will help you know you handled the situation professionally.

20. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #6: Show Appreciation.

21. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss In your opinion, why was Judy disappointed at Don’s response to her questions about the budget report? How did Judy react to Don’s request to another report? When one of your co-workers does a good job, why does it deserve to be recognized? What long term affects will you see from using the BIF approach to praise a co- worker?

22. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription When one of your co-workers does a good job that helps you, it deserves to be recognized. Too many people are quick to complain and slow to praise. Use the BIF approach to acknowledge and show appreciation for a job well done. Offering praise, when it’s warranted, goes a long way toward fostering a positive work environment that’s conducive to great internal customer service. Great internal service helps lead to great external service.

23. © Telephone Doctor, Inc. | www.telephonedoctor.com Take the Before-and-After Skills Inventory Again. ANSWERS 01. T 02. B 03. T 04. D 05. T 06. D 07. T 08. C 09. B 10. F 11. C 12. A

24. © Telephone Doctor, Inc. | www.telephonedoctor.com A CALL TO ACTION! Memorize the following key points. Keep them in mind every time you use the telephone. Practice!

25. © Telephone Doctor, Inc. | www.telephonedoctor.com SUMMARY OF KEY POINTS Know the Mission of Your Organization and Your Role: Either you directly help your organization’s customers or you help someone who does. Internal Service is Everyone’s Responsibility: In order for great service to be projected outside the walls of your organization, it must start from within. Respect Employee Differences: Acknowledge that we work in a diverse world and there are many differences in how people look, talk, think and act. Recognize the Personal Space of Others: Use common sense. When we work in close proximity with others, we need to be especially sensitive to recognizing the personal space of others. Don’t be a “personal space invader.” Work to Resolve Conflicts: Use the BIF approach to maintain positive workplace atmospheres and improve work relationships without involving a manager. Show Appreciation: Offering praise goes a long way towards fostering a positive work environment that’s conducive to great internal customer service. Great internal service helps lead to great external service.

26. © Telephone Doctor, Inc. | www.telephonedoctor.com Essential Elements of Internal Customer Service