101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 86. In and Out: Internal Customers

Goal

To identify the function of internal customer partnerships. Participants will create new internal support departments from assigned acronyms.

Time Required

Approximately 1 to 1½ hours

Group Size

Subgroups of three or four persons each, with a maximum of twenty-five participants

Materials

• One copy of the In and Out Worksheet and a pencil for each participant

• Three sheets of newsprint paper and a felt-tipped marker for each subgroup

• A flip chart and a felt-tipped marker for recording information

• Masking tape for posting newsprint sheets

Process

1. Form subgroups of three or four persons each.

2. Distribute a copy of the worksheet and a pencil to each participant.

3. Referring to the directions, explain that each subgroup will select three of these well-known acronyms to identify departments that could be formed within the organization for the express purpose of assisting the participants in providing improved customer service. In addition, each group is to establish the objectives of these new units in terms of how the unit would assist or support them in meeting their service goals. The information will be listed on the sheet of newsprint paper provided. Groups will have 30 minutes in which to complete the work.

4. Distribute three sheets of newsprint paper and a ...