An inside job

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


About the programme
Everyone in an organisation forms part of a 'customer-service chain', starting from dealing with customers, and going right through the business. In this programme, an investigator is called in to a hotel to investigate mismanagement, and identifies how the people in those departments not dealing with customers are actually letting external customer service down.
The programme is suitable for everyone in a customer-focused industry, and identifies three steps to creating an effective internal customer perspective:
-Identify your internal customers
-Consult them about their needs
-Serve them as though they are external customers.


The key outcomes
-Motivates internal care awareness by using a simple-to-adopt three-step process.


Programme includes:
DVD (23 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides on disc
Self-study workbook on disc


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

Learning-chapters

• Extremely poor customer service
• The Customer Service Squad
• A definition of the internal customer
• Not using procedures with discretion
• Poor working conditions
• A system should serve the customer
• Dismiss unnecessary procedures in the system
• To provide a channel of communication
• The importance of regular meetings
• Essential back-up personal support
• Summary

Learning-chapters

• Trailer
• Pre-test
• Introduction
• The internal customer
• Moments of truth
• Systems and procedures
• Communication
• Support
• Summary

We provide access to full tracking and reporting so you can keep up-to-date with the learner's progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.