Who are considered external customers in the context of an organization?

External customers are individuals or groups who interact with an organization but are not part of the organization's internal structure. In this context, public beneficiaries and stakeholders responsible for funding the organization fit this definition perfectly. They rely on the organization’s services and often help to shape its objectives through their funding and support. Understanding the needs and expectations of these external customers is essential for any organization, especially for those in fire and emergency services, to ensure the effectiveness and relevance of their services.

In contrast, internal employees and volunteers, management and board members, as well as suppliers and vendors do not represent external customers. Internal employees and volunteers work within the organization, while management and board members are responsible for guiding and overseeing operations. Suppliers and vendors provide goods and services necessary for the organization's operations but are not considered customers in the sense of utilizing the organization's core services.