Think about all the different types and groups of people that visit Thorpe Park

Lesson Outcomes Identify and describe the different types of customer – P5 Explain the factors that effect customer’s expectations – P5/M2 Explain the difference between internal and external customers – P5

Different types of customer… Non English Speaking Age groups Different cultures Gender Families Disabilities How does your business cater for each type of customer?

National History Museum

Retail Clothing Shop

Customers with special requirements Non English Speaking Speak slowly Use simple words Know if colleagues speak other languages Translators Guided tours in a different language Translated information leaflet

Customers with special requirements Different Ages Toys in a hospital waiting area Seating in stores for elderly Shopping habits for different ages differ

Customers with special requirements Different Cultures Fashion Food and drink Décor Pronouncing names Halal or Kosher

Customers with special requirements Gender Do men shop differently to women? Men shop online more than women. Women prefer to go into shops to browse

Customers with special requirements Families Group discounts Crèche Soft play area

Customers with special requirements Disabilities Braille leaflets Hearing aid induction loops Ramps Lifts

Lesson Outcomes Identify and describe the different types of customer – P5 Explain the factors that effect customer’s expectations – P5/M2 Explain the difference between internal and external customers – P5

vs Why does customer service differ between the two?

or Which airline would you rather fly by? Why?

What sort of customer shops at these stores?

So what factors impact on different customers service expectations? Age Gender Culture Income Brand Image

Lesson Outcomes Identify and describe the different types of customer – P5 Explain the factors that effect customer’s expectations – P5/M2 Explain the difference between internal and external customers – P5

Internal and External Customers Internal – Those that work within the same business as you Eg. Managers, supervisors External – Members of the public or other businesses who are not in the same company as you Eg. Public, other businesses, individuals

Lesson Outcomes Identify and describe the different types of customer – P5 Explain the factors that effect customer’s expectations – P5/M2 Explain the difference between internal and external customers – P5