An inside job

The aim
To demonstrate why and how people across a customer-facing organization must put internal customer care into practice.

About the program
Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through the business. In a hotel scenario, an investigator is called in to investigate mismanagement, and identifies how people in departments not dealing with customers are actually letting external customer service down.

Three steps to creating an effective internal customer perspective are identified:
-Identify your internal customers
-Consult them about their needs
-Serve them as though external customers.

The benefits

• Suitable for everyone in a customer-focused industry
• Simple three-step process for adopting and motivating internal care awareness

Related training issues:
Teamwork

Information:
A Video Arts production in association with Lifeskills Management Group, featuring Hugh Laurie and Edward Petherbridge. Release date: 1990