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An Inside Job

Meeting internal customer needs

An inside job

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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

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Mark Helen Baxendale
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