Demonstrates why and how people across a customer-facing organization must put internal customer care into practice.
Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through the business. In a hotel scenario, an investigator is called in to investigate mis-management, and identifies how people in departments, not dealing with customers, are actually letting external customer service down.
Three steps to creating an effective internal customer perspective are identified: 1. Identify your internal customers 2. Consult them about their needs 3. Serve them as though they were external customers.
Key Learning Points
- Suitable for everyone in a customer-focused industry
- Simple three-step process for adopting and motivating internal care awareness
Program Contents
- DVD
- Course Leader's Guide
- Delegate Worksheets on disk
- Powerpoint slides and Self-study workbook on disk
Length: 23 minutes
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