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Who is The Customer?

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Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation. …

Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation.

This edition: Who is The Customer?

For more information or to share how you used this Conversation Starter, please visit http://orgsthatmatter.com

Published in: Business, Education
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  • 1. Who is ‘The Customer’?Many people get hung up on the word „customer‟. This is the challenge with the conceptof „customer service‟ because many people think that they dont have customers. Andmaybe they don‟t. Maybe they have clients, colleagues, administrators, staff,stakeholders, lawyers, doctors, labourers, community members, students, guests andany other label that you can think about. The issue is not the label; the issue is the ethicbehind how you treat people.Another way of looking at it is to say that the customer is anyone who receives theoutput of your work. Anyone.This is why we prefer the term, “service excellence” over “customer service”.Unfortunately many people think that they dont have customers (because they use adifferent term) so they conclude that service has nothing to do with them. But it haseverything to do with them. Everyone is your customer. Everyone. Copyright Gary Ryan 2011Research ParticipantYou know that I can’t stand the word ‘customer’. The people I serve are staff, notcustomers. I find out what they want and I do my best to exceed their expectationsevery time. So I wish people would stop saying that I have to be ‘customer’ oriented. I’mstaff oriented and that is what is important! Organisations That Matter® ©Copyright Organisations That Matter®. All Rights Reserved. Level 8, 350 Collins Street Melbourne VIC 3000 Phone: +61 3 8676 0637 Fax: +61 3 8601 1180 Web: www.orgsthatmatter.com Email: info@orgsthatmatter.com

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