AN INSIDE JOB

To demonstrate 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:

• Identify your internal customers
• Consult them about Their needs
• Serve them as though They were external customers.

FEATURES AND APPLICATIONS

• Suitable for everyone in a customer-focused industry

• Simple three-step process for adopting and motivating internal care awareness