Segments in this Video

Inside Information: Introduction (02:00)

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A Stratfold Conferencing client is not happy with the conference the company recently organized. Department heads acknowledge the conference was a disaster but do not take personal responsibility.

What is Internal Customer Service? (03:48)

Components include: courtesy and respect, understanding each other's needs and working together. Lucy and Adam blame each other for the pricing discrepancies at the conference.

Meeting Internal Customer Needs (04:35)

Components include: cooperate and share information freely, follow through with promises, staff serve customers and staff, and managers serve everyone. Sarah and Lucy find communicating with Greg difficult; departments are not working together. Using email too often inhibits communication.

Communication (06:17)

Components include: avoid technical terms and jargon, avoid "silo mentality," identify expectations, and remember face-to-face contact. Lucy and Sarah sometimes find Fiona unapproachable. Department heads discuss ways to resolve communication difficulties between departments.

Personal Support and Conflict (02:57)

Components include: be approachable and contactable, implement conflict resolution mechanisms, work together to solve problems, be flexible, encourage initiative, and offer praise. Communication between department heads significantly improves after the meeting.

Credits: Inside Information: Communication Classics (00:36)

Credits: Inside Information: Communication Classics

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Description

This program will show people how to build productive working relationships with colleagues through better internal customer service, breaking down "silos" in their organization. Featuring some classic characters, including Greg ‘the IT guy’ (James Dreyfus) this program demonstrates: • What internal customer service is and why it is important. • How to communicate with internal customers and meet their needs. • How to work together with a sense of trust and shared purpose.

Length: 21 minutes

Item#: This title is currently not available.

Copyright date: ©2008

Closed Captioned

Performance Rights

Prices include public performance rights.

Not available to Home Video, Dealer and Publisher customers.

Only available in USA and Canada.


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