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