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.
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.