As stated in the Results Training and Development web site, “Survival in today’s business world depends on a solid customer base and front-line employees who know how to exceed customers’ expectations”. To achieve successful customer service, the business must have the involvement, support, and commitment of the entire organization. First National Bank of Arizona’s mission statement relates to the preceding sentence. It reads, “To empower our employees to do an outstanding job for our clients, our community and our shareholders by consistently providing innovative, secure and quality financial services and solutions” (First National Bank of Arizona, n.d., para. 1). Each department within the bank has their own system in dealing with internal as well as external customers; for example, the retail branches are more sales-focused where the operations department is data-focused, however, both of these departments are required to work in synergy to create positive experiences for the customers. This paper will focus on how internal and external customer and supplier requirements are met within a specific area of First National Bank of Arizona: the Com

“External customers who are happy with the service they are receiving will recommend the organization to others. They are also likely to have a certain degree of loyalty and satisfaction with the company, which would deter them from going to a competitor” (Weston, 2003, para. 2). The Lending Department of First National Bank of Arizona lives and abides by similar guidelines when dealing with any outside contacts. External customers are numerous and can range from a multitude of diverse levels. The initial level of what is considered an external customer is the bank’s individual and business deposit account holders. Other integral external customers are individual and business deposit account holders of other bank’s and existing/potential borrower’s employees, wives, husbands and children. The Lending Department also has contact with appraisers, the Risk Management Association, the American Bankers Association, couriers, police officers and detectives, security companies, credit reporting companies, law firms, the Small Business Administration, other financial institutions, and many others. While the Commercial Lending department has a systematic method of the continuous recruitment of customers, management is constantly evaluating new concepts to benefit the bank and it’s customers.

The Commercial Lending department consists of three teams that include a Loan Specialist, a Financial Analyst, an Underwriter, two Loan Officers and one Team Leader. The Loan Specialist handles the administrative work. The Financial Analyst and the Underwrite

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