Presentation is loading. Please wait.

Presentation is loading. Please wait.

© Boardworks Ltd 2008 1 of 9 2.1 Customer Service Provision in Business Unit 2: Developing Customer Relations 2.1 Customer Service Provision in Business.

Similar presentations


Presentation on theme: "© Boardworks Ltd 2008 1 of 9 2.1 Customer Service Provision in Business Unit 2: Developing Customer Relations 2.1 Customer Service Provision in Business."— Presentation transcript:

1 © Boardworks Ltd 2008 1 of 9 2.1 Customer Service Provision in Business Unit 2: Developing Customer Relations 2.1 Customer Service Provision in Business Unit 2: Developing Customer Relations © Boardworks Ltd 2008 1 of 9

2 © Boardworks Ltd 2008 2 of 9 Learning objectives Contents © Boardworks Ltd 2008 2 of 9 Teacher’s notes included in the Notes Page Flash activity (these activities are not editable) Printable activity Key skills For more detailed instructions, see the Getting Started presentation Web addresses

3 © Boardworks Ltd 2008 3 of 9 External customers © Boardworks Ltd 2008 3 of 9 In this section, you will consider the external customers of organizations. Different external customers Identifying external customers Categorizing external customers Meeting customers’ needs

4 © Boardworks Ltd 2008 4 of 9 Therefore, the supermarket is an external customer. What is an external customer? A business must provide customer service for two types of customer: internal and external. External customers are the people or organizations who use another organization’s goods or services. Think of three other examples of when a business is an external customer. For example, a supermarket is a business that sells milk, but it buys that milk from a dairy farmer.

5 © Boardworks Ltd 2008 5 of 9 Organizations will try to identify the type of customers that are most likely to be interested in their products or services and cater to these requirements. A successful organization will have a good understanding of what its customers’ specific requirements are and will devise procedures to ensure these requirements are met. Needs of external customers External customers are the people who contact an organization in line with their specific needs. Different types of customers will, of course, have different needs.

6 © Boardworks Ltd 2008 6 of 9 Categorizing external customers

7 © Boardworks Ltd 2008 7 of 9 Meeting customers’ needs

8 © Boardworks Ltd 2008 8 of 9 Internal or external?

9 © Boardworks Ltd 2008 9 of 9 Assignment: developing customer relations Developing customer relations © Boardworks Ltd 2008 9 of 9 1. Identify and describe which different types of customers use the organization. 2. Describe the needs and expectations of these customers. 3. Suggest how the organization has attempted to meet each of the needs of the different customers. 4. Describe how the organization has adapted its services in recent years to meet actual or anticipated changes in needs. Choose an organization from your local area that you are familiar with and then complete the following tasks.


Download ppt "© Boardworks Ltd 2008 1 of 9 2.1 Customer Service Provision in Business Unit 2: Developing Customer Relations 2.1 Customer Service Provision in Business."

Similar presentations


Ads by Google