Customer Satisfaction

All of us recognize that our time on the job is spent performing tasks that will somehow support a sale. We, as a corporation, are in business to provide goods and services in exchange of revenue.

We have to acknowledge the existence of many customers we may overlooked in the past. This includes the customer outside an organization, who places orders with us. In addition, the customers within our company with whom we work on a daily basis. This includes colleagues in supporting departments like finance, administration, maintenance, etc., who could be considered as Correlated Customers, or Internal Customers.

We relate well to outside customers but our support and enthusiasm often fades when we support Correlated Customers.

This frequently results from our indirect compensation for their services. Because we do not exchange funds for these internal services, it is difficult to draw a connection between the services our fellows provides and the revenue it receives.

Please review slides 3, 5,6 and 7 in the following presentation; in which customers are classified as internal and external customers.