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Scott Cullen

Govia Thameslink Railway

Customer Service Coach

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You can please some of the people some of the time…


For a quick win, on the back of a workshop, I have been asked to put together a 1-2 page document for office and support staff about how they can improve the level of service that they provide for their (internal) customers.

Does anyone have anything that specifically looks at customer service for people who do not directly deal with external customers, but who will still impact them through their actions/decisions.

Any ideas, suggestions or words of wisdom will greatly be received.

3 Responses

  1. Quick win…

    Hi Scott,

    Is your document to provide to people who have attended your workshop?  If so, the quickest win for me would be much simpler:

    For the managers of those support staff to a) ask them how they got on at your workshop and what they learned and b) a few days later, to ask them again, or to ask them how they are getting on with putting what they learned into practice.

    In my experience, the best motivator for people attending training is for their manager to show an interest in their development or to demonstrate that they care about the application of the skills in their day-to-day activity.

    Alternatively, some genuine feedback from those internal customers around improvements, changes etc. 

    Kind regards,



  2. What do you want from me?

    I LOVE internal customer service training, and perhaps one of the most practical exercises I write in is to get individuals (or teams) to answer the following questions:

    • What do you want you colleagues to do that they don’t, and why?
    • What do you want your colleagues to stop doing, and why?
    • How could your colleagues help you to do your job better?
    • How could you help your colleagues to do their job better? 

    Having written a fair few programmes, I find that the root of the problem is almost always that they don’t understand WHY certain requests are being made, WHY certain things are important, and how their actions send ripples around the organisation that ultimately ends with the customer.

    I’ve a course outline and posters which may also fire off a few thoughts (if that’s allowed)

    Sheridan Webb


  3. Thanks

    Sue, Sheridan – thanks for your suggestions.

    The workshop was looking at next steps for a customer service programme and a discussion came up about back office staff and levels of customer service they give to other departments, hence the quick win for the document on the importance of internal customer service – this document is really just to highlight why internal customer service is as important as external customer service together with some suggestions/ideas of what they can do to increase the performance in this area.

    Regards Scott

Author Profile Picture
Scott Cullen

Customer Service Coach

Read more from Scott Cullen

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