1. Define customer service and list its goals and challenges. 2. What is the difference between internal and external customers? What are the benefits of serving both internal and external customers? 3. List the needs of customers. 4. What are the characteristics of a social customer? Why are “listening tools” important for providing excellent customer service? 5. What is a contact point? 6 - 7. Type the 2 customer service tips in chapter 1 word-for word.