Most supervisors have reason to interact with customers. It should be noted that not all customers are external to the business; a distinction we will discuss in this lesson.  Whether or not customers are internal or external, their expectations must be managed. First-line managers have a direct role to play in ensuring that customer expectations are met, particularly with respect to order fulfilment.

This lesson focuses on two important factors that influence customer expectations:

• Adherence to the customer charter
• Effective customer communication

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