An Inside Job
Video Previews
This program highlights the importance of internal customer care and shows how we can let our external customers down if we don't properly serve our own internal customers.
Runtime: 23 Minutes
Inclusions:
- DVD
- Leader's Guide
- Participant Worksheets
- PowerPoint Slides
- Self-Study Workbook
Key Learning Points:
- Identify your internal customers
- Consult them about their needs
- Serve them as though external customers.
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 look at mismanagement problems. The investigation shows that its people in departments not even dealing directly with the customers who are actually the ones causing the problems with external customer service.
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.
This program is suitable for everyone in a customer-focused industry and will help them adopt and motivate internal care awareness.
