Internal Customers: Winning from the Inside Out (X2-21030)

After attending this presentation you will be able to...

• Describe how a focus on employees first can drive sales results
• List the steps you can take to change the focus to employees first and customers second
• Identify language that changes an employee’s perception of who is important to the organization and why
• Create a journey map
• Identify how to use your mission, vision and strategy with internal customers to influence outcomes
• Identify stakeholders using journey maps and list engagement techniques
• Describe examples of touchpoints and list techniques to maximize them
• List consulting skills necessary to provide excellent internal customer service
• List techniques to build trust with internal customers virtually

• 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