1. Handout 1: Types of customer
PowerPoint presentation
Principles of providing administrative services
Handout 1: Types of customer

2. external to an organisation.
Types of customer
Customers may be
internal
external to an organisation.
Whilst every customer is an individual with individual needs, they can be both internal and external to an organisation

3. the person working next to you your line manager
Internal customers
the person working next to you
your line manager
someone who works for the same organisation in another department
they have needs and expectations the same as other customers.
The internal customer will request eg a report to be produced on sales over a period of time and will expect it to be produced in the appropriate business style within a set timescale.
They will need that work to be produced accurately within the set timescale because the next stage will be that they will need to use that report for their work.
Should you not produce it to time they will then have less time to deliver their work to whoever needs it.

4. Dealing with internal customers
Treat them with respect
Honour any commitments.
Remember that you are part of a team even if the person concerned is not part of your immediate team – the organisation is a team.
Deal with requests politely, professionally and willingly. Poor customer service can affect working relationships.

5. When you are the internal customer
Ask politely for help, advice, information
Ensure that colleagues understand what you want and the timescale you want it in.
Handle any difficulties in a professional manner.
If you cannot resolve the problem yourself, follow the organisation’s procedures.
The internal customer relies on your work and what you do has an effect on others
If you provide good customer service then the next person can in turn provide good customer service to their internal or external customer.
If you do not provide good internal customer service then it could ultimately affect the customer service offered externally.
However if you and your colleagues all work together and ensure that you offer good internal customer service to each other, then it is likely to reflect on the level of service offered externally. In this way good internal customer service benefits the external customer.

6. External customers
The person who buys and/or uses the goods and services offered by your organisation.
They have needs and expectations and if the goods and services you offer meet these needs then they will purchase or use them.

7. External customer expectations
good customer service
to be treated with respect
have commitments honoured
to be treated politely, professionally and willingly
feel as if they are individual and special to you.

8. Different types of customer needs
Customers who
know what they want
have a vague idea of what they want
are confused
are angry or abusive.
An organisation may group customers into different categories and organise itself around the different types of customers it has, others may allocate certain staff to deal with a certain group of customers.
Organisations will group customers according to, for example, occupation, income group, age, gender, etc, or a mix of these, and will then look at products/services within their range that should be aimed at each grouping.
Know what they want - need a fast and efficient service or sale that immediately meets their needs
Have a vague idea of what they want – need more work with relevant questions being asked and the relevant products or services being suggested
Are confused – need more time with more explanation being given on the services/products and more time spent to ensure they understand
Are angry or abusive – need you to deal with them calmly to resolve a situation or problem to their satisfaction.

9. they have a disability of some kind they are elderly
Special requirements
Some customers may have special requirements and need you to adapt your behaviour because
they have a disability of some kind
they are elderly
they do not speak English as a first language
their circumstances demand it.
They have a disability of some kind
mobility impaired
sight or hearing impaired
learning difficulties.
They are elderly
they may not understand technological explanations
they may not want to be rushed
they may require an extra degree of formality.
They do not speak English as a first language
they may not be confident on the telephone
they may have a family member who acts as translator
you may need to speak slower and use simpler phrases.
Their circumstances demand it – eg
in situations of stress such as bereavement or victim of a crime
trying to deal with small children at the same time.