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Ch 2: How Employees Affect Internal Customer Service

About This Chapter

Developing internal customer service can enhance workplace relationships and overall business operations. Use these short lessons to help your employees understand how they affect internal customer service within your company.

How Employees Affect Internal Customer Service - Chapter Summary

Your employees can watch the videos in this chapter to gain greater insight into their impact on internal customer service. After reviewing the lessons, employees will better understand:

  • Major workplace attitudes
  • Interpersonal skills needed on the job
  • The importance and strategies for workplace communication
  • Various decision-making styles
  • Ways to resolve conflict in the workplace

The lessons can be incorporated into corporate training sessions that examine internal customer service and help your employees understand the role they place in its success. You can assess their comprehension of the lessons with short quizzes and a chapter exam.

How It Helps

  • Reduces workplace conflict: In the lessons, employees learn the various ways they can effectively manage conflict or avoid it before it begins.
  • Improves employee relationships: Employees learn how to improve their job attitudes, interpersonal skills and communication, which can essentially improve their relationships with other employees.
  • Boosts worker confidence: This chapter helps your employees discover their decision-making styles and learn how to apply them on the job, which can help boost their confidence as significant members of the organization.

Skills Covered

Upon completion of this chapter, employees will be able to:

  • Discuss how job satisfaction, commitment and engagement relate to job attitudes
  • Identify areas of interpersonal skills, including verbal communication, listening skills and negotiation
  • Define workplace communication and discuss its advantages and disadvantages
  • List and describe the four decision-making styles
  • Describe the different types of conflict resolution strategies, including avoidance and compromise

6 Lessons in Chapter 2: How Employees Affect Internal Customer Service
Test your knowledge with a 30-question chapter practice test
Major Job Attitudes: Satisfaction, Commitment, Engagement & More

1. Major Job Attitudes: Satisfaction, Commitment, Engagement & More

Each person has a different level of attitude about their job and that attitude can be rated, if you will, by how involved the individual is in his or her job. In this lesson, we will look at job attitudes as they relate to job satisfaction, commitment, engagement, and more.

Interpersonal Skills in the Workplace: Examples and Importance

2. Interpersonal Skills in the Workplace: Examples and Importance

The ability to communicate within an organization depends heavily upon people's interpersonal skills. These are the tools people use to interact and communicate with individuals in an organizational environment.

Workplace Communication: Importance, Strategies & Examples

3. Workplace Communication: Importance, Strategies & Examples

Workplace communication is very important to companies because it allows companies to be productive and operate effectively. Employees can experience an increase in morale, productivity and commitment if they are able to communicate up and down the communication chain in an organization.

Decision Making Styles: Directive, Analytical, Conceptual and Behavioral

4. Decision Making Styles: Directive, Analytical, Conceptual and Behavioral

Every leader prefers a different way to contemplate a decision. The four styles of decision making are directive, analytical, conceptual and behavioral. Each style is a different method of weighing alternatives and examining solutions.

Conflict Resolution: Managing Conflict in Organizations

5. Conflict Resolution: Managing Conflict in Organizations

Conflict can be solved in many ways. This lesson provides an overview of the different types of conflict resolution strategies, including avoidance, accommodation, competition, compromise, and collaboration.

Practical Application: Conflict Resolution for Supervisors

6. Practical Application: Conflict Resolution for Supervisors

Oftentimes, a supervisor is needed to resolve workplace conflicts. We'll examine a few scenarios featuring workplace conflicts and see how supervisors use their leadership and communication skills to resolve them.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Improving Internal Customer Service course

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