Inside information

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The aim
To show people how to develop more effective working relationships with their colleagues through better internal customer service.


About the programme
Most organisations recognise that exceptional service is vital to winning and retaining customers - but very few treat their internal customers with the same level of respect and support as they do their external customers. Those that do are stronger, more effective and more productive. The performance of every individual within the organisation depends upon the performance of others and unfortunately a 'silo' mentality is all too common. Mistakes are seen as the fault of other groups, and problems as the responsibility of other departments.
This programme is suitable for all those who want to break down 'silos' in their organisations and build productive working relationships with people from different departments. It will teach you what internal customer service is and why it is important, how to communicate with internal customers and meet their needs, and ultimately how to work together with a sense of trust and shared purpose.


The key outcomes
-Develop closer, more efficient working relationships with those in other teams/ departments, along with a sense of respect and unity
-Treat internal customers in the same way as external customers, giving them the best possible support and service
-Communicate effectively with internal customers and identify each other's expectations
-Work with colleagues to put the interests of the organisation - and the external customer - before the narrower interests of your own departments


Programme includes:
DVD (20 mins)
DVD extras (7 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides on disc
Self-study workbook on disc


Information:
A Video Arts Production 2008 featuring James Dreyfus, Francis Barber and James Lance.

Learning-chapters

• What is Internal Customer Service?
• Meeting Internal Customer Needs
• Communication
• Personal Support
• Summary

Extra content

• The Internal Customer Pyramid
• Understanding what your organisation offers
• Tips on breaking down silos