Final answer:
The statement suggesting that external customers include office staff is false. External customers are not part of the company, whereas office staff are considered internal customers.
Step-by-step explanation:
The statement 'External customers include the office staff?' is false. External customers are individuals or entities that purchase goods or services from a business but are not part of the company itself. Office staff, on the other hand, are considered internal customers when they require support or services from their colleagues or other departments within the same organization.
This distinction aligns with the insider-outsider model, where insiders are employees who understand the company's procedures, and outsiders are those who do not work for the firm, such as potential hires or the general public. Thus, providing excellent service to internal customers, like managers and coworkers, can lead to increased job satisfaction and opportunities.