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An inside job: Meeting internal customer needs ► Back to Customers
Overview
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.
Objective
To demonstrate why and how people across a customer-facing organisation must put internal customer care into practice.
Target Audience
Anyone who works with other people in a customer facing organisation
Key Outcomes
Be able to use a simple-to-adopt three-step process for internal customer care
Interactive Learning
This course includes thought-provoking questions to ensure you are being challenged. The bite size modules will allow you to work at your own pace as you work though the demonstrations, tutorials and video clips. This course includes:
Pre test to establish your current knowledge, and establish which modules are most relevant to you
Test results and summary notes at the end of each module
Glossary of commonly used terms
Final knowledge test
Capability to upload your skills onto your Innovate CV
Duration
The average time to complete this course is 2 hours (as each course in completely interactive, this may vary depending on how quickly you progress through each subject)
Starring
Hugh Laurie
Edward Petherbridge
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