Customer Service P5

Lesson Objectives Understand how businesses provide customer service: Types of customer and how to deal with them

Taxi Terry – What makes him great?

Types of Customers Internal Customers - these are all of the colleagues in the business who need assistance to do their job and meet the business objectives. External Customers – these are people who visit the business because it can meet their needs. They can go elsewhere is dissatisfied. Customers with special requirements. Make a list of the internal, external and customers with special requirements in the academy.

Internal External Special Requirements

Needs and Expectations Understanding customers’ needs! Needs and Expectations Needs are what the customer has to gain or achieve by using a business. E.g. a customer visits McDonalds because they need food. Expectations are add-ons that the customers expect from using your business. These are often based on previous experiences E.g. Customers expect a wide range of food products and free tomato ketchup from McDonalds What are the academy customers’ needs?

Understanding customers’ needs! The 4 main types of needs The need to be understood - Customers need to feel that the message they are sending is being correctly received and interpreted. The need to feel welcome - Customers need to feel that you are happy to see them. The need to feel important - Customers like to feel important and special. The need for comfort - Customers need physical and psychological comfort. How do we meet these needs at the academy?

Lesson Objective: To understand how businesses provide customer service + Types of customer and how to deal with them Task – P5 Progress Board You must create a poster for display in Sainsbury’s staff room that describes how they meet the needs and expectations of three different types of customer. (P5) Title: Types of Customer and how to deal with them The sections you must include are: What internal customers? Who are they for Sainsbury’s? (Staff) How do Sainsbury's meet and exceed their expectations? What external customers? Who are they for Sainsbury’s? (Families) How do Sainsbury's meet and exceed their expectations? What are customers with special requirements? Who are they for Sainsbury’s? (Over 65s) How do Sainsbury's meet and exceed their expectations?

Key terms and their meanings... Internal Customers External Customers Customers with special requirements Needs Expectations

Factors that impact on needs and expectations: How to meet customers’ needs and expectations! Factors that impact on needs and expectations: Age or Culture Public image of owner or business Customer’s disposable income In groups of 3, decide how each of these things can impact on customers needs and wants.

What are the needs and wants of… Internal Customers? External Customers? Customers with special requirements? How can a supermarket meet these needs and expectations?

What can a business do to meet and exceed customers’ needs and expectations? Pay staff Offer bonuses Give discounts Special offers Have products available Open on time Offer outstanding Customer Service Lifts Ramps Special assistants When possible start at “Yes!” Talk to your customers to understand their expectations. Develop relationships. Communicate clearly Deliver exceptional quality. Be present and prompt. Always meet deadlines. Thank customers for their business.

Spot the difference In your books, write at least 5 needs and wants that the 2 customer types pictured would have from Sainsbury’s.

Lesson Objective: To understand how businesses provide customer service + Types of customer and how to deal with them Task – P5 Progress Board You must create a poster for display in Sainsbury’s staff room.(P5) Title: Types of Customer and how to deal with them The sections you must include are: Who are internal customers? Who are they for Sainsbury’s? (Staff) What are their needs and expectations? How do Sainsbury's meet and exceed their needs and expectations? Who are external customers? Who are they for Sainsbury’s? (Families) What are their needs and expectations? How do Sainsbury's meet and exceed their needs and expectations? Who are customers with special requirements? Who are they for Sainsbury’s? (Over 65s) What are their needs and expectations? How do Sainsbury's meet and exceed their needs and expectations?

Check your learning…

Lesson Objective: To start to deliver outstanding Customer service. Complaints... The letter... Write a response to the letter as if you were the airline. Cover every point made by the customer. Make sure you go above and beyond to satisfy the customer. What can you do to resolve the situation?