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. Responsiveness to customer needs is an important factor. There will be numerous opportunities to respond to customer inquiries, provide information to customers, and react to problems.
Immediate response is critical even if it is only to let the customer know that work is underway.
Involving external customers helps build a team approach that results in openness and trust. There are opportunities to involve customers. Typical ones are design reviews, supplier audits, Corrective Action Teams, CAT team reviews, testing, and problem solving. Customers appreciate the opportunity to participate and they frequently make valuable contributions. The concepts for achieving satisfaction with internal customers are the same as those for satisfying external customers.