Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
- 1 (613) 836-3559
- info@beldingtraining.com
Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
On-site and live-virtual programs customized for your workplace
Training for internal customer service is an essential component to creating an outstanding workplace culture. It is often neglected, however, and this can cause critical breakdowns in the entire experience for both external and internal customers.
Belding Training has been a leader in internal customer service training for more than 30 years. Our courses are led by a live trainer, on-site or in a virtual classroom, and customized specifically to your teams, your environment and the outcomes you’re looking for.
Your course will not be generic. Your workplace is unique – your teams, your environment, and the specific challenges they face. We will make sure that your program resonates with everyone.
Internal customer service is the way employees serve each other. Your internal customers are anyone inside the organization who relies on your work to do theirs: colleagues on your own team, other departments, managers, and the contractors and vendors you work with every day.
At its core, strong internal customer service is about building trust, with colleagues knowing that you care, are good at what you do, and that you always act with integrity.
Organizational researchers Roger Mayer, James Davis and F. David Schoorman identified ability, benevolence and integrity as three factors in perceived trustworthiness in their model of organizational trust. Belding’s Trust-Based Customer Experience model applies these principles as Caring, Competence and Integrity.
Every course focuses on practical tools and skills for building trust. Your team explores how to apply them in your workplace and how their actions affect colleagues, the organization and their own success.
Effective training gives people practical ways to improve how they work together. Based on our internal customer service courses, these are seven elements to look for:
Internal customer service training is for employees, managers, individual departments and cross-functional teams whose work depends on one another.
It is especially relevant when departments blame each other, requests go unanswered, handoffs stall, or people rely on workarounds. Rapid growth, restructuring, mergers, increased workloads and employee turnover can expose these problems. They can also arise in stable organizations when expectations, communication or leadership support are unclear.
Our internal customer service assessment can help you identify where your team may need support.
All of our courses are customized specifically for your team, with skills and practices focused on your business, environment and objectives. Your team will explore internal customer service using real-life experiences from your company.
Here are three sample internal customer service programs:
All of our internal customer service courses are delivered live by a Belding certified trainer. The courses are available on-site or virtually. Live programs are typically one-day courses. Virtual programs are delivered in four, two-hour segments over the course of 2-4 weeks.
Your program will include a four- to eight-week reinforcement component to help your teams retain and apply their skills. It includes a blend of components, such as email reminders of key skills, related videos, self-assessments, micro-modules and other bite-sized learning.
Every participant gets secure access to a private learning portal with all of the course materials, including session recordings, assessments and exercises, so they can revisit the skills whenever they need them.
One of the most important elements for effecting change in the workplace is the support and skill of your managers. Belding also offers a service leadership course with dynamic, customized skills for your managers and leaders.
Why organizations choose Belding for internal customer service training
We helped define the field. Belding was one of the first companies to research and build courses on internal customer service, and we’ve been refining them for more than 30 years.
Evidence-based, built on trust. Every skill we teach traces back to research on how trust is built and lost, including our own studies such as The Science of WOW, and Shaun Belding’s book The Journey to WOW.
Customized, never off the shelf. Every program is designed around your organization and specifically for your team.
Proven across industries and borders. We have worked with organizations in 26 countries spanning hundreds of industries.
“You have no idea how much we enjoyed the internal customer service training. I’m sure I’m speaking on behalf of everybody who attended it up till now. The whole office is raving about you guys. This morning one of our colleagues who didn’t have the experience yet, asked us if you gave us some happy drugs. We were the second group who came so excited and full of energy and so positive. You have done a wonderful job.”
– Technical Standards & Safety Authority
