Customers GCSE Business and Communication Systems GCSE Business and Communication Systems

Students should be able to:  Demonstrate knowledge and understanding of: −How important customers are to a business; −How a business must meet the needs of its customers in order to succeed; and −The importance of effective communication in relation to customer focus; GCSE Business and Communication Systems

 Customers are important to a business because they are the main resource that will make a business succeed or fail.  Customers can give information to businesses on the quality of their products or services offered.  It is important that businesses ensure that they offer customer satisfaction. How important customers are to a business GCSE Business and Communication Systems

How a business must meet the needs of its customers in order to succeed Keep your current customers happy  Go the extra mile to show your customers that they are important to your business so that they will return.  Know your customers and their family by name and greet them as often as you can. Train employees to treat customers as well as you do  Show your employees how important it is treat the customer with the respect and service that the customer values. GCSE Business and Communication Systems

Cont. Allow your customers to give feedback  Let your customers be able to tell you exactly what they think about your business, the service and any other constructive criticism or praise. Settle problems with customers promptly  Settle disputes in a timely manner. GCSE Business and Communication Systems

The importance of effective communication in relation to customer focus All communications either written or orally should have the following features:  It must create the image and tone  It must be clear  It must be accurate GCSE Business and Communication Systems

The benefits of effective communication:  If employees are well informed they are likely to be motivated. They will feel that they are an important part of the organisation. Customer service would be improved.  If customer are well informed about products and / or services they will feel that their opinions are important. The customers are more likely to become loyal to a brand and purchase other products from the same company.  If suppliers know about the requirement of their customers are they are more than likely to provide high quality supplies to meet the specifications of their customers. GCSE Business and Communication Systems