In this weeks lecture we identified that to provide excellent customer service, organisations need to understand the requirements of their customers. We also discussed how improved customer satisfaction is achieved through catering for the differing needs of each individual customer type and being aware of their expectations and perceptions.
Customers have some common needs, such as politeness, courtesy, empathy, knowledge. It is also important to recognise the importance of both external and internal customers because both contribute to the customer service of an organisation:
The internal customer- these are the people who work throughout an organisation.
The external customer- are the customers that organisations do business with outside an organisation.