The document discusses the importance of customer satisfaction and defines key terms. It states that customers are the most important people for a business and their perceptions of quality and needs should be the top priority. It also outlines different types of customers, both internal and external, and how to gather feedback and identify customer dissatisfaction in order to continuously improve quality and meet changing customer expectations.

1. CUSTOMER SATISFACTION

2. Definition: What is the meaning of the word CUSTOMER? * He is the person (or the group of persons) who has a need and want to satisfy his needs.