Checklist:
Have you remembered all of these parts to make up your chart? What can you conclude from this information?
It is any contact between a customer and an employee. With good customer service, the contact results in a positive experience.
Customers want good customer service or even excellent service. They want an employee to listen to them politely with full attention. They want a quick response, but a thoughtful one. They do not want to be ignored or made to wait while the employee is speaking on the telephone.
They want to be helped to reach their goal: buying a new car, dinner, medical treatment, getting off the bus at the right stop or buying an ice-cream cone. As you can see by these examples, customer service is an element in every business and service delivery.
Organizations now refer to the internal and the external customer. The external customer is one from outside the organization. The internal customer is someone you work with in an organization. Think of a production line of workers putting labels on boxes. Each person on the line has a customer/employee relationship with the person on either side of him/her. The whole line has a customer/employee relationship with the packing department, the sales department, the quality assurance department and every other department in the organization.