I will use a mixture of these terms when referring to the people outside the Help Desk who need your services or help. The term customers denotes a group of people who need extra care and should make you feel more inclined to help them with their problems. Users might be an accurate term because they use your product, but it does not promote the “I care for you” feelings a Help Desk agent should have. Callers may call you on the phone, but they could just as well walk up to your desk, e-mail you a question, or fill in a Web page. The point is they need you. Again, these terms will be used interchangeably throughout the book.
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