Training plan for Serving Internal Customers

This plan will help you train employees who serve internal customers.

An internal customer is anyone you serve inside your own organization. This can include several groups of coworkers:

• People on your team

• Your boss

• People in other departments

You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. (See more here.)

The training plan guides you through the Serving Internal Customers course on LinkedIn Learning. Make sure your team has access to LinkedIn Learning before you begin.

Serving Internal Customers focuses on essential skills:

• Building relationships

• Exceeding expectations

• Solving problems

This training plan uses a unique approach to training videos.

It uses a combination of self-paced learning and group facilitation. Lessons are divided into short segments, spaced out over four weeks. This approach maximizes learning and application while minimizing the disruption to your regular operations.

This guide covers:

1. Resources Required

2. Preparation

3. Pre-work

4. Week 1: Kick-off

5. Week 2: Building Relationships

6. Week 3: Exceeding Expectations

7. Week 4: Solving Problems

Resources Required

You'll need these resources to use this training plan.

1. Access to Serving Internal Customers for all participants.

2. The exercise files from the course.

3. Workshop planning tool

Contact LinkedIn Learning for pricing and subscription options if you don't already have access.

Estimated time needed: 1 hour per week

• Group activities: 30 minutes per week

• Individual learning: 30 minutes per week

Preparation

Get ready for the training by preparing yourself and your team.

Step 1: Create a training plan. Use the Workshop Planner to create an action plan.

• Identify a goal for the training

• Decide how to prepare your team

• Create a plan to help the team use their new skills

Here's a how-to video:

Step 2: Announce the training. Tell your team about the training and what to expect. Address three questions for participants:

1. What is the training about?

2. Why is it important?

3. How are employees expected to use what they learn?

Keep your announcement simple. Consider sharing it in a team meeting. Follow-it up with a short email that contains the pre-assignments.

Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes.

Step 4: Share pre-work. Share the pre-work with your team. I've included that in the next section.

Pre-work

Ask participants to watch the videos listed below before the first meeting.

1. Serving internal customers

2. Preparing to dive in

3. Defining internal customer service

Participants should also complete these exercises. The course includes an exercise file for each one:

1. Fill out page one of the Learning Plan worksheet

2. Make a list of internal customers

Week 1: Kickoff

The initial meeting should set the tone for the course. Start by reviewing the overall goal for the training that you identified on the Workshop Planner.

Next, discuss the following questions:

1. How is this course relevant to you?

2. Who are your internal customers?

3. What are some opportunities to serve internal customers over the next month?

4. What are some unique challenges when serving internal customers?

It's helpful to share a few best practices for getting the most out of this course:

1. Watch just one video at a time.

2. Complete the activity that goes with each video.

3. When possible, try using what you learned from the video before moving on to the next module.

Assignments for next week: Ask your team to watch the following videos and complete the related activities.

1. Identifying key customer relationships

2. Developing strong workplace relationships

3. Serving remote coworkers (optional: for remote or hybrid teams)

4. Working with difficult coworkers

5. Complete the Chapter 1 quiz

Week 2: Building Relationships

This week's theme is building positive workplace relationships. Positive relationships make it easy for coworkers to collaborate more effortlessly.

Start by reviewing the week one assignments.

Discussion questions:

1. What is your plan to create a stronger relationship with one key customer?

2. How can you serve remote colleagues with intention?

3. What can you do to build better relationships with difficult coworkers?

Assignments for next week: Ask your team to watch the following videos and complete the related activities.

1. Using active listening techniques

2. Communicating responsively

3. Managing expectations with clear language

4. Going the extra mile

5. Complete the Chapter 2 quiz

Week 3: Exceed Expectations

The focus is understanding internal customers' needs so you can consistently meet or exceed their expectations. Start by reviewing the week two assignments.

Discussion questions:

1. What active listening skills did you use with internal customers?

2. How did you manage expectations with an internal customer?

3. How quickly do you respond to internal customers? What can you improve?

4. What is one opportunity you've had to go the extra mile? What happened?

Assignments for next week: Ask your team to watch the following videos and complete the related activities.

1. Taking ownership of problems

2. Anticipating problems

3. Defusing angry customers with the LAURA technique

4. Avoiding toxic coworkers

5. Anchoring your workplace attitude

6. Complete the Chapter 3 quiz

Week 4: Solve Problems

The final week is focused on service recovery. Start by reviewing the week three assignments.

Discussion questions:

1. What is one problem you took ownership of last week?

2. What is one problem you can anticipate? How can you prevent an issue?

3. How have you used the LAURA technique?

4. What can you do if you experience a toxic coworker?

5. What is one of your attitude anchors?

Remind participants that they can earn a certificate for their LinkedIn profile by doing the following:

1. Watch all the videos

2. Complete the chapter quizzes

Here’s a how-to guide if you need help accessing certificates.

Conclusion

It helps to go back to your original goals for this training and note the team's progress.

Your employees should show improvement in their internal customer service skills, but it's likely they also have areas for continued growth.

Set aside time to provide each person with coaching and feedback. You can also give them weekly reminders from the Customer Service Tip of the Week.

When Do You Need a Customer Service Vision Facilitator?

Updated: May 15, 2025

My client had been working on creating a customer service vision for several months.

A customer service vision is a shared definition of outstanding customer service that acts as a compass to point all employees in the same direction. Creating one is an important first step towards developing a strong service culture.

My client's executive team struggled to agree on the wording. There were multiple drafts that felt close, but it still wasn't quite right.

That's when the client hired me to facilitate the process. After two hours, we had a customer service vision statement that the President and CEO both loved.

Hiring a professional facilitator is not the right move for every organization. It can be costly or you might already have someone internal who is capable. 

Here are four situations when it makes sense.

Situation #1: You're Stuck

Some teams, like the client I mentioned above, get the process started and then become stuck.

I shared the process I use for writing a customer service vision in this blog post and in The Service Culture Handbook. The steps can appear deceptively simple, though there are some pitfalls along the way.

For example, one customer service leader told me she had gathered some employees for a vision writing session and the group came up with two good but very different statements. Now she was having a difficult time merging the two together into one clear vision.

This is one of the most difficult parts of the process, in my experience. It's also an example of where a professional facilitator should be able to help your team get unstuck.

Situation #2: You're in a Hurry

Companies sometimes spend months on creating a customer service vision. The typical process I use with clients takes about two weeks:

1. We gather input from employees via a survey

2. A group of 7-10 employees meet to write the vision

3. I help my client create a plan to share the vision

Step two, the vision writing meeting, typically takes just two hours. 

It can take a deft touch, particularly during the vision writing meeting, to gently move people forward. There have been many times when the group has wanted to have an extended discussion, while as a facilitator I knew a little time pressure would help everyone better access their strongest feelings.

Moving at that swift pace can be difficult without a professional facilitator. Part of the facilitator's role is to ensure there's a clear path and then quickly move everyone towards the goal. 

Situation #3: You Need Someone Neutral

Executives often have strong feelings about concepts that should be reflected in the customer service vision. 

That can make it difficult for an executive to simultaneously solicit input from employees while espousing their own ideas. Strong visions ideally contain a balance of perspectives that ring true for everyone.

One client had really strong feelings about certain concepts being included in the customer service vision, but employees struggled to embrace them. Through the facilitation process, we learned the roadblock was the specific wording this leader was using rather than the concepts themselves. A few minor tweaks to the language and suddenly everyone was happy.

A facilitator can help in these situations. Ideally, this person will help you balance the perspectives and input from all participants, while ensuring a key executive's desires are still incorporated into the final product.

Situation #4: You Need Experience

Writing a customer service vision requires a skilled and experienced facilitator. Many organizations struggle with this process if they don’t have an expert to lead it.

One client worked for months to create their customer service vision. They had wonderful ideas but didn’t have a facilitator capable of helping them bring those ideas together into one strong statement.

The team met several times to write the vision. They were disappointed with the results each time and were ready to give up until the CEO hired me to try one more time. I was able to help the team create a razor-sharp statement in just two hours that was widely accepted.

Finding a Facilitator

Here are three options for finding a professional facilitator.

Option 1: Hire me

I created the process and have facilitated it many times. Learn more about my services.

Option 2: Search professional orgs

Try a professional association such as the Organizational Development Network or the Association for Talent Development. These organizations both have a network of local chapters, which might be the best route to go for a small business seeking a less expensive option.

Option 3: Ask for referrals

You can also ask for referrals. Many businesses have used a consultant to help facilitate a strategic planning session or an executive retreat.

If you get stuck, feel free to give me a call at 619-955-7946 or email me. Although vision facilitation is a service I provide, I'd be happy to walk you through the process and give you some suggestions with no obligation.