\ afm \ Adjudicator's Field Manual - Redacted Public Version \ Chapter 2 Customer Service. \ 2.3 Our Customers.
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Like other Federal agencies, the
has customers both inside and outside the agency. These customers include applicants; the American people; the U.S. Congress;
coworkers; other Federal agencies; American businesses; and American schools, colleges, and universities. While all these customers are important, this section will focus on the customer with whom you have the most day-to-day contact: the applicant. The same principles, however, should guide your interactions with all
For many applicants, the entire application process is very stressful and filled with uncertainty. While your first duty is to make decisions based on the law, if you are courteous, professional and knowledgeable, you can help reduce some of the applicant's stress, help ensure a quality experience with the
, and encourage the applicant to cooperate with you during the interview.