Customer Service

The Internal Customer

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This pack will help managers to engender a culture where everyone throughout the organisation recognises that they have an internal customer. It will help illustrate no matter where people are in the organisation what they do and say has an impact on the customer. It will also help engender a culture of continuous improvement.

It includes modules on:


  • Looking at how organisations can recruit customer-focused individuals who will go the extra mile for the customer.
  • Focusing on helping individuals who are in support roles recognise the needs of the internal customers.
  • Providing a process for internal departments to gather feedback from their internal customers.
  • Providing a format for managers to hold effective team improvement meetings.
  • Providing a feedback mechanism for managers to gather feedback on how well the organisational environment encourages a culture of service.