To demonstrate why and how people throughout a customer-facing organisation must put internal customer care into practice.
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.
-Motivates internal care awareness by using a simple-to-adopt three-step process.
Video (23 mins)
Course leader's guide
Delegate worksheets
Powerpoint slides
Self-study workbook
A Video Arts production in association with Lifeskills Management Group, featuring Hugh Laurie and Edward Petherbridge. Release date: 1990
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