The Customers Within

The Customers Within:
An Insider’s Guide to Delivering Exquisite Customer CARE

Everyone in an organization provides service to someone. For thirty one years, research on the “Service-Profit Chain” has established positive relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. It has pointed to the quality of the internal support services in a company, and its important contribution to both employee and customer satisfaction. Trouble is, most people in internal support departments don’t realize that they serve others in the organization, and sometimes don’t realize who they support.

They will be able to articulate, probably for the first time, what their internal customers business needs are, and more importantly, what their emotional needs are. They will understand where and how expectations get formed and what they might do to create a framework for positive expectations. We’ll use discussion as well as exercises and a self assessment tool to look at the 12 Dimensions of Exquisite Customer Care and pinpoint where strengths exist and what needs improvement.

Participants will have the opportunity to explore what they “want to be famous for” in the eyes of their internal customers and develop their own “brand” of customer care inside the company. This program is suitable for all internal departments – accounting, IT, HR, travel, logistics, administration etc.