The major topics that will be covered in this class include:
- Steps to move to/improve the internal focus to employees first, customers second and its value proposition in driving better external customer service
- The psychology and importance of language in communicating employee value
- Create a journey map of your internal customers to identify all your team's touchpoints within your organization, their motivation and pain points, and their current and desired journey
- The role of your team's mission, vision and strategy when working with internal customers
- The role of stakeholders and how to use journey maps to identify and manage them
- How to maximize the team's touchpoints with your internal customers
- What consulting skills your team needs to provide excellent internal customer service
- How to pivot to building trust with your internal customers digitally