EVENT FILMING | FEATURES | RESEARCH | HEAD TO HEAD | CASE STUDIES | ROUNDTABLE | BOOKSTORE
ONLINE BOOKSTORE
CUSTOMER FEEDBACK
TECHNOLOGY NEWS
ITSM
 IPTV
 Publications

Ken Turbitt Blog
Aidan Lawes Blog
Paul Gostick Blog
Dr Jenny Dugmore Blog
Shirley Lacy Blog
Alim Ozcan Blog
Juan Jimenez Blog
Ian Clayton Blog
Nas Ozcan Blog
Aidan Mills Blog



ITSM
Global Entertainment and Media Outlook 2017-2021
Emerging entertainment and media segments show the importance of user experience...
ITSM

Ten Strategic Technology Trends for Government
Technologies that enable new service models for digital government must be at the top of the list for government organizations as they prioritize technology investments...

ITSM

The Robots are Coming: Are CEOs Ready for the Era of Automation?
CEOs agree that robotics is going to make their companies more efficient, with 94% of those who've already adopted robotics saying that it's increased productivity in their business...

ITSM

The 2015 Chief Digital Officer Study
More companies are appointing a Chief Digital Officer to join their C-suite - but are they doing it quickly enough?...

ITSM

18th Annual Global CEO Survey
The United States has overtaken China as top target for growth for the first time in five years...




 Feature
20 July 2010 | Alim Ozcan Blog
Send to a colleague | Add to MY ITP

Customer or User?
This week Alim looks at why internal staff should be referred to as customers rather than users...

I have the view that when you provide services to internal staff, they should be referred to as customers rather than users, colleagues, associates etc. Do you agree?

My perspective on this comes from the point of view that all of the consumers of the service can criticise the service and stop using the service, so they should all be treated as having the same rights as a ‘paying’ customer. Furthermore, I believe that the above is often most relevant for the service providers that have been treating the consumers of the service as users for a period of time, as this normally allows complacency to set in, which then results in the customer receiving an inconsistent service.

An example that further supports this point can be made with the service you receive at a restaurant; it shouldn’t matter if one person is paying the bill for the whole table, all of the diners would expect to be treated the same when being served.

If differentiation is needed, then I would suggest using the term ‘Customers’ for the people that are sometimes called ‘Users’, and the term ‘Senior Customer’ for the person that pays for a service such as a department head.

Feedback and comments are always welcome! 

Join Alim’s ITIL and ISO20000 LinkedIn group which has over 20,000 members

Join Alim’s PRINCE2 and MSP LinkedIn group which has over 5,000 members

To view Alim’s LinkedIn profile click on this link. 


Alim Ozcan Email to a colleague | Add to MY ITP

LOG IN
terms & conditions





MICROSOFT SEARCH ENGINES