Back end staff is anyone who works at the establishment who does not come in direct contact with “the customer”. I had to put “the customer” in quotation since we generally think of the person purchasing from us as our only customer. We have another customer though – our coworkers. Our coworkers are the internal customer and the person purchasing from the company is the external customer.
Year after year companies report robust profit margins, yet the customers can experience no improvements even in how we are treated. It begs one to wonder what companies do with their earnings and how do they determine the critical areas to improve.