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
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