An inside job
Course
Distance
£ 649
+ VAT
Description
-
Type
Course
-
Methodology
Distance Learning
To demonstrate why and how people throughout a customer-facing organisation must put internal customer care into practice.
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Course programme
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
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
An inside job
£ 649
+ VAT