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Chapter 27. Everybody Is a Customer

In a truly service-driven organization, everybody and every unit has a customer. If you or the members of your unit never see the customers, you still have internal customers of your own. Your customers are the people who depend on you, wholly or in part, to get their jobs done. All of the functions and departments of a service business are interlinked, and each one depends on others to various degrees in accomplishing its mission.

Customer service definition

Whatever enhances a customer’s satisfaction through meeting his or her expectations and needs.



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