P2 for UNIT 14
Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations.
Distinction standard
There are two types of customer that a business has to deal with, internal and external. You
are an external customer when you enquire about or purchase a product or service and you
are an internal customer if you work for the company or supplier.
Internal customers also include employees in different departments. An example would be in
a college, where you´ll find a variety of different job roles, such as receptionist and those
working in student services, etc. All these employees are considered customers of the college
and each department cannot operate successfully without the others. People who work very
closely with a business but are employed by another company providing products or services
are also customers.
External customers are what we typically think of as customers, for example someone buying
a ticket for the cinema, a meal or a pair of shoes. Both internal and external customers make
up the team and all rely on each other to ensure business success.
We all have different personalities and experiences. Some people are much easier to relate to
than others, but in business, you must make effort to get along with everyone. Whatever your
role in a business, you will encounter customers, whether internal or external, with different
personality types including those who act defensively, arrogantly, in a menacing fashion or in
a passive-aggressive manner.
Some customers that you encounter may have special requirements that you should be aware
of, and these include:
- Language
- Culture
- Ageism
- Gender
- Family friend and customers with particular needs
It is important that you show respect to all customers.
Customers expect to experience the same high levels of service no matter whom they come
into contact with in an organisation. Achieving consistency requires an organisation to spend
a lot on staff training to meet customer expectations. All employees need to be trained on
what they can and cannot do as part of their job. They need to know the situations where
customers should be passed on to their manager. They must also understand the different
products and services on sale so that they can offer reliable assistance and advice.
Organisations that try to improve their customer service may check that their customers are
satisfied. This may involve phoning them to check that they are happy with the service, or
asking them to complete a customer service questionnaire. When customers are unhappy and
have a problem, staff need to know how to deal with them.
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