Assessment Criteria:
- Describe different types of customers
- Describe the impact of their own behaviour on a customer
- Explain the impact of poor customer service
Types of customer
Internal:
People within the organisation that you provide with a service.
- Other departments
- Colleagues
- Some suppliers
External:
People outside the organisation who are provided a service.
- Businesses
- Customers
- Suppliers
Impact of behaviour
Positive impact: More likely that the customer will come back again. They may also recommend the company to friends and family.
To give a positive impression be:
- Welcoming
- Polite
- Helpful
- Professional
Negative impact: Highly unlikely for them to come back again and will go to a different organisation.
By being aggressive, impolite or rude to customers it will have a negative impact as they may be rude back and will not return to your organisation.
Customers won’t feel valued if you don’t show an interest.
Impact of poor customer service
- Customers won’t return
- build a bad reputation
- reduced profits
- Receive Complaints
Business Administration 