Customer satisfaction should be considered from two viewpoints. Satisfaction of both external and internal customers is necessary to be successful in quality improvement. In addition to meeting this goal, customer relations also plays a major role in achieving quality leadership in the perception of the customer. There are a number of factors that contribute to positive relationships with both internal and external customers. Knowing the customer is an important first step.
Every customer has unique needs and characteristics.
The better understood the better they can be serviced. Often customers require help in determining their needs. Every customer contact should be a quality interface. This requires that attention be given to understanding and meeting the customer expectations. Preparation is the key to successful interface.