Managing Customer Service, 5th Edition

Session AAbout customers

              1  Introduction

Before you decide how to care for your customers, you need to establish who they are. This may not be as obvious as it seems. A customer is not just someone who buys something from you; both commercial and non-commercial organizations have customers.

The message of this session will be that:

    every organization needs to identify its external customers;

    every organization should ensure ...