Delivering Great Customer Service - Lesson 10

service provider

A person providing a product or service

customer

A person who benefits from another person's work; the customer may or may not receive something tangible and he or she may or may not pay for the service/product.

internal customer

A person who is employed by the organization and someone who benefits from the output of work from another employee.

external customer

A person who is outside the organization and someone who usually pays for the service.

manager

A person who plans and directs the work of a group of other people. The manager is typically a more experienced employee and may be a business owner. The manager is frequently responsible for hiring, supervising, and correcting and/or firing employees as necessary.

profit sharing

A system in which employees receive a share of the net profits of the business.

internal customer service

Service provided by an employee to another employee; it happens "behind the scenes" and is not generally visible to external customers or the general public.

external customer service

Service provided to a customer who is outside the organization; this is what people commonly think of when they think of "customer service."

morale

The attitude of a person or group of people toward a specific task or group of tasks; good morale is characterized by confidence, cheerfulness, discipline, and willingness to perform the task(s).