During a recent training session, I asked someone who is designated as a back-up to answering the phones who her customers were.  She was confident in her response, “I don’t have customers.  I don’t have anyone from the outside call me.”  I explained that customer service isn’t a job title, but a trait a person has.  It is about understanding who you interact with each day and being intentional about helping him or her to the best of your abilities.  It’s about serving people.  She caught on quickly and came to understand that her customers were most