INTERNAL CUSTOMER SERVICE Most organizations recognize that exceptional service is vital to winning and retaining customers - but very few treat their internal customers with the same level of respect and support as they do their external customers. This new release demonstrates how employees can develop more effective working relationships with their colleagues, particularly those in other departments, through better internal customer service.
Inside information is ideal for those who want to break down unproductive personal barriers ('silos') in their organizations and build productive working relationships with people from different departments.
A chain is only as strong as its weakest link is the theme of this production. Inspector Dapper reveals how the service chain leads from those dealing with external customers right through the organization.
Having raided the hotel mismanaged by Mr. Jitters, Dapper shows how the weakest link in this chain set off a reaction that quickly led to a "serious violation of customer service." He identifies how people in departments as remote from the customers as accounting can still contribute to that violation.
He then outlines three steps to creating an effective internal customer perspective. First, identify your internal customers, finding out who they are and why they need you. Then, consult them about their needs. Finally, serve them as though they were external customers. Following these three simple steps can motivate staffers to put internal customer care into practice throughout their organization—so that the smile the customer sees is not a sham.