Discuss the differences and similarities between internal and external restaurant and foodservice ...

Managers who want to manage moments of truth and thus ensure their operations consistently provide high-quality customer service recognize that they actually have two types of customers. Managers must meet the expectations of both their external and internal customers. External customers are the buyers of products or services who are outside the manager's direct control. In most cases, guests are external customers. By contrast, internal customers are those within an organization who serve each other. Employees are internal customers if their work results in them directly serving other employees. External and internal customers are similar in that managers must satisfy both to provide high-quality customer service and to minimize unnecessary employee turnover.