The aim To demonstrate why and how people across a customer-facing organisation must put internal customer care into practice. About the programme Everyone in an organisation 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 mismanagement, 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 external customers. The benefits Suitable for everyone in a customer-focused industry Simple three-step process for adopting and motivating internal care awareness Programme includes: DVD(23 mins) Showreel tape Meeting break DVD Course leader's guide Delegate worksheets on disk Powerpoint slides/OHPs on disk Self-study workbook on disk