Each and every individual in your organisation is a vital link in the internal service chain - but it's often hard to get this right. With the case study examples in this video, you'll be emphasising that internal customer care is achieved through teamwork. Even with the best intentions, someone working in isolation can cause problems for colleagues and customers.

Use this video to help you prepare a plan of action, to run workshops and to ensure the principles of internal customer care are constantly reinforced and applied. The pack contains specific activities for senior managers, enabling you to gain commitment for these ideas. The case studies - one each from the private and public sectors - are based on real-life events.

Learning includes:

• the benefits of good internal customer care for individuals, teams, organisations and external customers
• how to identify the working needs of colleagues and how to respond to them
• how to communicate openly and honestly about your own work needs
• how to identify and implement improvements to working procedures and practices

Especially relevant to:

• customer care (internal/external)
• quality
• team working
• assertiveness
• people empowerment
• communication
• people management