This program focuses on both internal and external customers and clients using a fictional current affairs show 'On this Day' and its presenter Naomi Henderson as a case study. Insufficient attention to the needs of external customers can result in a loss of sales and profit for an organisation. Loss of sales, jobs and productivity can also be a product of poor internal service.

The program looks at the following;

• Defining customer service and customers
• What makes for better customer service practices
• The customer transaction
• Sustaining good customer service
• Concluding the customer transaction
• Dealing with difficult customers