An Inside Job (customer service DVD or CD-ROM)

Produced

• 1990

Key Features

23-minute DVD video
Program purchase includes a Leader's Guide.

A CD-ROM version is also available.

Identify, consult and serve internal customers.

A chain is only as strong as its weakest link is the theme of this production

Click here to view a longer online preview:
An Inside Job online preview

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.

Learning Objectives:

• Identify your internal customers
• Consult your internal customers
• Serve your internal customers

This program features Hugh Laurie and Edward Petherbridge.

The video previews offered on this page require that Windows Media Player is installed on your computer. To add this media player product, go to Windows Media Player Download

This product is available for sale only within the United States of America.

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