Customer care is not something that is just for our external customers. The people we work with deserve the same amount of attention and care as those who receive the products and services we offer. A company that increases civility, respect, and caring internally, will certainly see an increase in the way its external customers are treated. When someone feels they are not being treated in a positive way, the likelihood of treating others well, diminishes.

People generally reflect and act the way they are treated. For our external customers to feel valued and served, we must do the same with our internal customers.

What does the program look like?

Objective:

Participants will learn specific skills to build and foster trust and customer care between internal workplace departments or agencies, the four “Cs” of trust, how to effectively invest time and attention in people, and how to better show and gain (earn) respect.

Course Outline:

1. Defining Trust: 1 hour — This section engages the participants to define what is meant by the word “trust”, examine its many elements and facets, and explore who we trust and why we trust them.  Involves group discussion and consensus.
2. The Four “Cs” of Trust – Confidence: 1 hour —  Helps participants convey and instill confidence in their abilities and goals when dealing with other departments or organizations.  Includes roles plays and other exercises to display good and bad examples of building confidence, as well as self and group evaluation.
3. The Four “Cs” of Trust – Credibility: 1 hour — Closely related to confidence, establishing yourself as credible is a foundational element of building trust.  Material is presented to give rules and a system for fostering credibility with others.  Includes ranking and evaluating situational examples, sharing personal examples of credibility issues, and creating action plans to incorporate the Four “Cs” into their professional lives.
4. The Four “Cs” of Trust – Consistency: 1 hour – Being true to one’s word is an important element of Trust.  This section covers barricades and hindrances to consistency in the workplace and helps identify simple steps to maintain consistency.  Includes situational examples, role plays, and class evaluation of business “consistency.”
5. The Four “Cs” of Trust – Common Ground: 1 hour — When focusing on internal customer care, it is important that the common goals and ground be emphasized, protected, and maintained during all interactions.  This section will give participants skills to find and establish common ground between departments or other internal customers.   Includes basic conflict resolution and negotiation skills of positions and interest, as well as re-framing concerns and objections, role plays and group exercises.
6. Respect vs. Power: 1 hour — Inherent in any organization is the elements of and the balance between respect and power.  This material will help participants distinguish between the two, as well as connect the two as it applies to effective internal customer care.   Includes situational examples to illustrate the differences and rate and evaluate each activity, as well as role plays to practice the proper use of each (respect and power) in interacting with internal customers.
7. Keeping Respect: 1 hour — Once respect is gained (earned), it must be maintained and cemented in the relationship.  Effective customer care requires it.  This material illustrates the fragile nature of trust and respect and gives the participant skills that can help keep and strengthen that respect.  Includes exercises and role plays to practice and implement these skills for keeping respect when dealing with internal customer service and interaction.