MMHRD Online


Inside Job, An

Meeting internal customer needs

Media Type - DVD

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.

The key outcomes:

  • Motivates internal care awareness by using a simple-to-adopt three-step process.

Learning chapters:

  • Extremely poor customer service
  • The Customer Service Squad
  • A definition of the internal customer
  • Not using procedures with discretion
  • Poor working conditions
  • A system should serve the customer
  • Dismiss unnecessary procedures in the system
  • To provide a channel of communication
  • The importance of regular meetings
  • Essential back-up personal support
  • Summary

Style:  Humorous Drama

  • Support Material - Delegate worksheets, PowerPoint slides / OHPs, Self-study workbook
    Length - 23 min
  • Pricing
    Price - INR 39,750
    Intl. Price - US$ 999.00
  • Also available in e-learning CDROM format: Click here