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AOHT DGCS Lesson 10
Managing Excellent Customer Service
| Term | Definition |
|---|---|
| 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. |
| external customer | A person who is outside the organization and someone who usually pays for the service. |
| 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.” |
| internal customer | A person who is employed by the organization and someone who benefits from the output of work from another employee. |
| 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. |
| manager | A person who plans and directs the work of a group of other people. |
| 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). |
| profit-sharing | A system in which employees receive a share of the net profits of the business. |
| service provider | A person providing a product or service. |
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