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This Video Arts Production does NOT feature John Cleese.
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.
Learning Objectives:
- Identify your internal customers.
- Consult your internal customers.
- Serve your internal customers.
Package Includes: 23 minute DVD, Course Leader's Guide & Delegate worksheets on disk, Powerpoint slides, Self-study workbook on disk
Due to contractual restrictions, this product is available for shipment to USA addresses only
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