ABSTRACT
Customer service is the activity of identifying and satisfying the needs of customers. In public organizations, the term “customer” is broadly used to include program clients, external customers of public organizations, internal customers (for example, employees who depend on the service of other employees in the same public organization), and citizens. The term “customer service” is sometimes also used to connote a standard, such as in the statement: “The customer service in this public agency is world class.” Customer service is viewed as essential to maintaining sound stakeholder relations.
