Course Description

Module 2 “Internal & External Customers”

In this interactive module students will:

  • Identify the difference and importance of their internal and external customers.
  • Understand why it is critical to work together on identifying service breakdowns at every touch-point.
  • How to avoid negative imprinting within teams, especially when service breakdowns occur.
  • Discover best practices for teams to continually learn, grow and seek resolve.


Customer Service Expert

Elaine Allison

Elaine Allison is a customer service expert with a proven track record of delivering transformational customer service training programs to organizations around the world. She is currently President of Positive Presentations Plus Inc. and best-selling author of The Velvet Hammer - PowHERful Leadership Lessons for Women Who Don't Golf. As a Certified Speaking Professional (CSP), Elaine speaks at conferences and events about the power of reputation management. After taking Elaine's programs, organizations see dramatic improvements in their Key Performance Indicators (KPI's) and many go on to win customer service awards that are recognized globally in their industries. Employees feel empowered to make a difference to their customers the very next day!

Course curriculum

  • 1

    How to Use This Course

    • How To Use This Course
  • 2

    Internal & External Customers

    • Need/Key Learnings Handout

    • Handout

    • Video

    • Quiz

    • Key Learning's

    • FAQ (placeholder)

    • Rules for Discussion Forum