Recognise early indicators that internal customer experience is drifting away from its intended design.
Improving the Internal Customer Experience Between Departments
A concise, decision-focused programme covering internal customer experience end to end.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Teams read what their leaders tolerate on internal customer experience far more accurately than what their leaders announce. Managers are promoted for competence and then judged on this part of organisational leadership, which nobody trained them for. The teaching approach is deliberately practical: participants build a leadership plan for the wider organisational leadership agenda as they go. They acquire practical criteria for judging when internal customer experience is working and when it is only appearing to. Participants leave with a method for the organisational leadership capability, not a set of opinions about it. Practitioner evidence points the same way: the wider organisational leadership agenda improves fastest where responsibility for it is named and owned. The version of internal customer experience described in the manual and the version practised on the floor tend to diverge over time. It suits anyone whose decisions touch this area of organisational leadership, in large organisations and small ones alike. Participants leave with a first-ninety-days plan for the organisational leadership discipline rather than a set of notes.
Expected Learning Outcomes
Recognise when internal customer experience needs a different leadership style than the one that got you here.
Design a practical operating method for internal customer experience that fits the organisation's size and maturity.
Manage the emotional load internal customer experience places on you and on the team.
Assess the current state of internal customer experience against a structured set of criteria rather than impressions.
Build the trust that makes candid feedback about internal customer experience possible.
Build coalitions across functions to make internal customer experience stick.
Who Should Attend
Executives leading multi-function programmes involving internal customer experience.
Newly promoted managers taking on internal customer experience for the first time.
Staff seconded into improvement work on internal customer experience.
Human resources partners advising leaders on internal customer experience.
Department heads and senior managers accountable for internal customer experience.
Consultants and advisers supporting clients on internal customer experience.
Course Modules
Internal customer experience: conflict, politics and informal power
2 sessions · 8 pointsSession 1Building someone who can run internal customer experience without you
- Set the review point at which internal customer experience will be reconsidered.
- Verify six months later that changes to internal customer experience have held.
- Check that internal customer experience still works when volumes rise unexpectedly.
- Record what was learned when internal customer experience did not go as planned.
Session 2The cost of internal customer experience and how to present it
- Identify the conversation about internal customer experience you have been postponing, and schedule it.
- Agree the standard on internal customer experience and confirm it applies to everyone.
- Test the procedure for internal customer experience against a realistic scenario.
- Establish who is informed, consulted and accountable in internal customer experience.
Internal customer experience: performance, standards and consistency
2 sessions · 8 pointsSession 1Closing out internal customer experience and capturing what was learned
- Set out how exceptions to internal customer experience are requested and approved.
- Define acceptance criteria for internal customer experience in advance.
- Name the person accountable for each part of internal customer experience, not the committee.
- Build the competence framework that supports internal customer experience.
Session 2Recovering after a visible mistake on internal customer experience
- Assess the workload internal customer experience adds and what you will remove to make room.
- Prepare how you will respond when internal customer experience is challenged publicly.
- Remove steps in internal customer experience that add effort without adding assurance.
- Name a single owner for each element of internal customer experience.
Internal customer experience: building the bench and letting go
2 sessions · 8 pointsSession 1Deciding on internal customer experience when the information will never be complete
- Confirm that contractual obligations around internal customer experience are understood.
- Draft the minimum viable leadership plan for internal customer experience.
- Recognise publicly one person whose work on internal customer experience went unnoticed.
- Identify where judgement in internal customer experience is legitimate and where it is not.
Session 2What your team concludes from how you handle internal customer experience
- Review a past decision on internal customer experience and state honestly what you would change.
- Write down the reasoning behind your position on internal customer experience.
- Identify which function can quietly block internal customer experience and address it directly.
- Prepare the response for the most likely failure in internal customer experience.
Internal customer experience: resilience and the personal cost of leading
2 sessions · 8 pointsSession 1Delegating internal customer experience without abandoning it
- Test whether the team can explain internal customer experience in their own words.
- Rank the weaknesses in internal customer experience by consequence rather than by ease of fixing.
- Identify your successor for internal customer experience and the gap they need to close.
- State the outcome expected from internal customer experience in a single sentence anyone can repeat.
Session 2The decisions in internal customer experience that cannot be delegated
- Prepare the summary of internal customer experience that senior management will read.
- Set the decision rights on internal customer experience: who decides, who is consulted, who is told.
- Decide the point at which you would escalate internal customer experience.
- Confirm that the people affected by internal customer experience heard it from you first.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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