Customer - Development Challenges - Developing world class internal service

Developing world class internal service

Using Development Challenges…


Development challenges are designed to encourage you to think about your performance, identify opportunities and take action to make improvements that will have a positive impact on your business.

This is a practical, hands on way of learning by experience and trying something different or new. Therefore the more you put into this the more you will get out in terms of your personal development.


You are challenged to…


The aim of this challenge is to identify your internal customers and take action to ensure that you deliver world class customer service to them


This will allow you to experience:

     Identifying your internal customers and sort of service they currently receive

     Considering a range of solutions that could be implemented to improve the service

     Prepare and implement an action plan based on your findings and chosen solution

     Track and review the results of your actions and take subsequent action if required


You may have previously learnt and/or demonstrated some of these things and therefore you will want to design your challenge and personal objectives to focus on those areas most relevant to you.



Sources of Reference

Whilst completing this challenge you may find it useful to look at the Following:

     Store reports

     Top Tip on Analysing data

     Top Tip on Networking

     Top Tip on Market Awareness

     Top Tip on Building Relationships

     Top Tip on Role Modelling

Customer - Development Challenges - Developing world class internal service

Developing world class internal service


As a business we look at providing world-class service as a defining measure for our customers. This we believe will give us the edge over all our competition. But we also have internal customers as well. Who are these customers? And what sort of service do we provide them? Not really thought about it? This challenge is about these internal customers and how we can provide world-class service to them as well?



Case Study

Consider the following questions in relation to this challenge and record your answers in the space provide. Working through each question will enable you identify the current situation and possible options you have for completing this challenge to reach a positive end result. You should then select which of the options you are going to put into action.



     What specifically do you want to learn/develop/achieve through this challenge?

     How will this improve you personally and your performance?

     How will you know when you have achieved your goal?

     What is your measurement of success?




     What do you think is world class internal service?

     Who are your internal customers? If you are not sure ask your colleagues?

     What contact do you have with these customers?

     What do you know about their roles to enable you to support them?




     What are all the options you have to achieve this challenge?

     Which is the best way for you to do this?

     Who do you know who could help?




     What are your next steps and how committed are you to them?

     How will you feel once you’ve achieved it?

     How will it be different when you are confident and capable to do these things?

     What are your time-scales for completing this challenge?











In order to complete your challenge successfully it is important that you create a plan capturing each of the actions you need to take in order to achieve your goal. There are two methods of planning that you can choose from when completing this challenge, these are explained below.



Outcome, Performance and Process Goals

“Dreams without goals are just fantasy; goals without dreams are a waste of time”. This planning technique ensures we have both, enabling you to record your overall vision/dream, the performance measures to make the vision/dream a reality and the next steps required to ensure we achieve our performance measure. These are your outcome, performance and process goals.


An Outcome Goal (vision/dream) captures the overall vision that you have in terms of performance. For example you may want to grow profit year on year.


Performance Goals (performance measures) identify objectives / targets to achieve in specific areas of the business that will enable the overall vision to be achieved. One example is you may want to increase conversion to contribute to profit growth.


Process goals are all the next steps that need to be carried out in order to achieve a performance goal and in turn impact upon your outcome goal. For example you may want to observe and coach your team on approaching customers.

All of this information should be captured in the format shown below.



Customer - Development Challenges - Developing world class internal service

Developing world class internal service

Next Steps / Action Plan

If you are working towards a goal that relates to one specific area of your business it may be more appropriate to simply record what you need to do as next steps in the form of a table as shown below.




By When


























Having carried out the required actions you should review how this challenge has gone, measure the results of your actions and decide if any further actions are required in order to achieve the original goal. Use the section below to record this information.


What worked well for you during this challenge?










What didn’t work well for you during this challenge and what would you do differently next time?













What feedback have you received from your team and line manager during this challenge? (You may want to ask for feedback now if you have not already done so)










Are any further actions required in order to complete this challenge? If so please outline them in the space below.













Further Information

If you would like to learn more about Developing World Class Internal Service the following resources are recommended:


     Speak to your line manager/ Mentor