Answer to Question 1
External customers are people outside the business who purchase its goods or services.
External customers include individual consumers and businesses.
An internal customer is a co-worker or supervisor someone within the organization who
depends on products, supplies, or services from a different department.
Today, much emphasis is placed on maintaining good relationships with internal customers.
Internal customers must work as a team and communicate with a courteous, positive attitude.
Good communication skills and a positive attitude allow the internal team to produce the best
product and service possible.
Answer to Question 2
Customer service is the consistent performance of activities or services for the purpose of
ensuring customer satisfaction. Customer satisfaction occurs when the customer's wants and
needs are met and when the customer feels valued by the organization. Making customers
feel valued instills the feeling that their business is appreciated, that they will be treated with
respect, and that their business will receive conscientious attention.
An excellent customer-service reputation can become the feature that gives your organization
a competitive edge in the marketplace. In a highly competitive world, outstanding customer
service helps you retain your current customers and attract new ones. Outstanding customer
service also helps develop a reputation that encourages people to do business with you.
Satisfied customers become loyal customers who continue to use your product or service,
resulting in repeat business. Chief executive officers (CEOs) say it is easier to keep a
customer than to attract a new one. In addition, organizations derive much of their new
business through referrals.
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