Customer Service P 5 Lesson Objectives Understand how

Customer Service P 5

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

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 Mc. Donalds 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 Mc. Donalds �What are the academy customers’ needs?

The 4 main types of needs Understanding customers’ 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?

Task – P 5 Lesson Objective: To understand how businesses provide customer service + Types of customer and how to deal with them �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. (P 5) Progress Board �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 65 s) 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: � Age How to meet customers’ needs and expectations! 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.

Task – P 5 Lesson Objective: To understand how businesses provide customer service + Types of customer and how to deal with them �You must create a poster for display in Sainsbury’s staff room. (P 5) Progress Board �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 65 s) What are their needs and expectations? How do

Check your learning…

Complaints. . . Lesson Objective: To start to deliver outstanding Customer service. �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?