Your customers can be colleagues, your supervisor, the staff who report to you, the people and/or organisations to whom you provide services, the people who pay for your services or products even though others may use them. Often your service or product will have multiple layers of customers. The customers who actually use your service or product may be different from the customers who purchase your service or product. A service focus helps both you and your organisation to identify and differentiate the expectations of these different customer segments. If you don’t get this right, you may be left with no customers at all.
Understand your customers across the multiple levels of service you provide. Do you understand yours?
Quote from a research participant
“I first thought that this service training stuff was a load of, well, you know! But it got me thinking. Who are my customers? Funnily the first person who’s head popped in my mind was my boss’s. I’d never really thought of my boss as a customer. Yet, she probably is.”
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