The customer care or service approach is designed to improve relationships with and ways of handling customers, that is to realign organisational strategies and processes towards satisfying customers' needs. The best customer care programmes go further than a simple concentration on the (external) customer and recognise the fact that, especially in large organisations, intermediate departments or sections involved in the supply of a service are themselves customers of one another. There is a front line in which staff have direct contact with the final receivers of the service, and then a series of interfaces within the organisation where one member of staff (or a team) provides an internal service to another. There is thus a customer chain which stretches back from the end (external) customer to the point at which a product or service is designed and specified. Genuine customer care is thus a by-product of internal relationships