1. Lesson 1

2. Internal customers – colleagues who work with you and need you to do something Staff in other departments Colleagues in own department Other staff members Supervisors Managers Own work team Examples include: Reception staff Fitness instructors Cleaners Office staff Event managers Beauticians Chefs Waiters Life guard

3. External customers – outside businesses and individuals who contact your organisation because they require goods or a service Existing customers New customers Individuals Groups Families Business people Different age groups Different cultures Customers with special needs e.g. non-English-speaking

4. Customers’ needs and expectations Providing information Accuracy and reliability Giving advice Providing assistance Dealing with problems Dealing with special needs Ensuring health and safety and security Meeting organisational targets

5. Task one Explain three different types of customers. You must relate your answer to Chelsea Football Club Define Customer Service (P1) On your leaflet you must include a description of: 1. One internal customer 2. One external customer 3. One customer of your choice (M1)Explain the needs and expectations of each customer. Explain why the needs of each type will differ (M1)Explain how Chelsea FC meet their needs by giving relevant examples e.g. giving advice, handling complaints etc