Jakarta International Customer Service Institute (JICSI)

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Master Guide Customer Service 2025

Topic Training :

Internal Customer Service

Dalam Pelatihan Layanan Pelanggan Internal, kami berfokus pada pembentukan tim dengan anggota di organisasi yang bekerja sama sebagai satu tim besar. Orang-orang yang menghargai anggota lain atas dukungan yang mereka terima dan juga bersedia membantu orang lain dalam tugas-tugas mereka, itulah jenis pendekatan yang dicari oleh organisasi. Layanan pelanggan internal adalah tentang kolaborasi dan kerja sama dengan memberikan rasa hormat dan menunjukkan kebaikan dan kasih sayang yang tepat kepada orang lain.

Setelah berhasil menyelesaikan Program Pelatihan Internal Customer Service, peserta diharapkan akan mampu :

  • Mengetahui pentingnya layanan pelanggan internal
  • Memberikan layanan pelanggan internal yang baik dan menciptakan hubungan yang lebih baik
  • Memiliki lingkungan kerja yang lebih baik
  • Memiliki pendekatan kolaboratif
  • Mengurangi keluhan dan ego dengan anggota lain
  • Berkomunikasi secara tegas dan menciptakan situasi yang saling menguntungkan
Module 1 : Know the Internal Customer and internal customer service
  • Know who is an internal customer
  • Define internal customer service
  • Learn the benefits of having excellent internal customer service skills
  • Know who is your team
  • Know how it is different or similar to external customer service
Module 2 : Internal Customer Service Values
  • Learn values of organizational effectiveness and how teamwork impacts it
  • Adapt the attitude of customer service
  • Understand the right requirement and expectations of the customers
  • Perform the CPR (Compassion, patience and respect)
  • Know that exceptional internal customer service is based on
Module 3 : Listening Skills: Generate Empathy
  • Build empathy with your internal customers
  • Understand the levels of listening
  • Barriers to listening
  • Listen to understand and not to react
  • Work with the team members to reach the highest level of listening
Module 4 : Communication Skills
  • Work with the team members to build a twoway communication
  • Types of Communication
  • Understand how miscommunication can impact relationships
  • Know the barriers to Communication
  • Filters to communication
  • Know effective communication techniques to create a win-win situation
  • Get your task done with effective communication
Module 5 : Handling Emotions
  • Create awareness of what you think of self and team members
  • Manage the emotional intelligence
  • Talk face to face rather than phone/email or messages to resolve issues
  • Show case you are on the same side of the table
  • Handle emotions in a manner so as to not hurt the other members
  • Tips to handle outburst with internal customers
  • Champion effective personal growth
Module 6 : Agree to disagree amiably
  • Build a relationship with the internal customer
  • Create a win-win relationship
  • Do not fear to hear a No
  • Say a No in a way that it hurts no one
  • Avoid arguments at all times
  • Respectfully address the concerns
Module 7 : Body Language – Non-Verbal Communication
  • Recognize the importance of non-verbal communication
  • Work towards creating a positive impression
  • Cultivate positive energy by interacting and using the right gestures, actions, and styles of body language
Module 8 : Responsibility and Responsiveness
  • Create responsiveness with the internal team members
  • Create high internal customer service standards
  • Work towards mutual accountability
  • Know the difference between accountability, responsibility and ownership
Module 9 : Handling Complaints
  • Understand the complaints of the internal customer
  • Overcome the internal customer service problems
  • Meet customer service needs and increase productivity and growth
    Resolve the internal issues and work towards better relationships