between the two. Starting with Nobu, the restaurant is known for its high-end, luxurious
atmosphere. The staff is well-trained and attentive, ensuring that every customer feels
valued and appreciated. The restaurant also offers personalised service, with chefs often
coming out to speak with customers and recommend dishes based on their preferences.
However, the downside to this level of service is that it comes with a high price tag, making
it less accessible to the average customer. On the other hand, Nando's is known for its
casual, laid-back atmosphere. The staff is friendly and approachable, making customers feel
at home. The restaurant also offers a unique ordering system, where customers can choose
their own spice level and sides. The downside to this system is that it can lead to longer wait
times during peak hours, and the service may not be as personalised as it is at Nobu.
Overall, both restaurants offer excellent customer service, but in different ways. Nobu
provides a high-end, personalised experience, while Nando's offers a more casual, laid-back
atmosphere. It ultimately comes down to personal preference and budget when deciding
which restaurant to visit
Customer expectations and satisfaction
Different types of customer
Internal customers:
Internal customers are stakeholders that work within the organisation such as employees,
suppliers, shareholders and many more that provide service to customers for the goods and
services the business offers. Moreover these stakeholders have different or similar
responsibilities and duties within the business.
External customers:
External customers are stakeholders that purchase the business goods or services, these
external customers are not connected directly to the business other than being buyers for
the company. Example of an external stakeholder is a customer who purchases the business
goods or services, and society, these are public people who oversee the business goods or
services or the business as a whole.
Difference between an internal and external customer
An internal customer such as a shareholder or an employee has more knowledge as well as
better relationships with the business. The reason being is that they are always in contact
,with the business, they communicate to different stakeholders within the firms as well as
have set knowledge and prior relationship with individual stakeholder, they can buy the
items from within the business at any time, whereas external consumers are unaffiliated
with the company in any manner except having relationships in providing goods and
services from outside the company. Internal consumers know the sellers fairly well, so they
know how to negotiate in obtaining a reasonable price for the business goods, but external
customers are not directly acquainted with the sellers, thus it may be difficult for some to
get a cheaper or reasonable price for the business goods. Internal customers, even though
they do not have the opportunity to bargain for the products for the business they are
working within the firm, they still might benefit from larger discounts than external
consumers, who pay the regular price for the goods and services the business offers. This is
because internal customers have greater relationships with the business. Internal customers
are well aware of the exact manufacturing costs and consequently negotiate with the
organisation to obtain the product at a fair price while External customer is unable to
bargain as he is not in connection with the company.
Customer personalities
Customer personalities are the different attitudes, qualities and characteristics a customer
has towards the business, not all customers will have the same view about the business.
Cultural traditions, race, and social status influence customer decisions and actions towards
the business as well. Customer personalities can ultimately reflect the customer buying
decision behaviour as well as how they perceive the business as a whole.
Customer personalities can be categorised into 3 ways:
Aggressive customer
Customers who are aggressive are individuals that do not respect business standards or
rules, these customers tend to be unpredictable and unreasonable from the normalities; for
instance, these customers are likely to respond in a loud and unmannerly manner, refuse to
recognise and acknowledge deadlines and reasons for delay, as well as that they are
argumentative, they tend to use personal insults, to get their point across as well as to show
that their opinion and viewpoint matter more than theirs (workers).Aggressive customers
typically exhibit disrespectful behaviour, and use inappropriate and outrageous statements,
yell and use threatening gestures. Furthermore, these customers are easily enraged; they
are highly aggressive, unpleasant, arrogant, and oftentimes can be verbally abusive. They
believe that their wants and demands are superior to those of others. To obtain what they
want, they yell, criticise, abuse, and may even get physical.
Quiet customer
, A quiet customer, as the name suggests, is a customer who is silent. This sort of consumer
does not divulge or share much information about their company, product, or service
experience. their engagement level with the business is significantly low. A silent customer
is someone who, for example, buys a shoe from an online retailer such as Nike but after the
purchase has been made, they tend to never buy anything else from that business again as
well as that these types of customers are not heard of once that single purchase has
occurred. Consider a Netflix user who has acquired a membership and then unexpectedly
the subscriber unsubscribes without providing an explanation or reasons for his
subscription; this is often how a quiet consumer behaves toward a business.
Demanding customer
A demanding customer is a customer that can ask or request a business to perform
something for them that you are not qualified or capable of doing. A demanding customer is
highly critical. A business should promise this type of consumer that you will do all in your
power to meet their expectations and needs, to ensure they retain within your business.
Also, a demanding customer tends to ask for too many things, a business should ensure they
are willing to make compromises otherwise these customers can easily disconnect and leave
the business as a whole. For example, you’re an employee working for a retail shop, a
customer approaches you and asks 'if there is any soy sauce within the store?' you as the
employee say ' I go check and search for whether there is or isn't any soy sauce within the
store' .However you are unable to find it, you then tell the customer that you were unable
to find the soy sauce, the customer then reacts in a very critical manner, he responds by
saying why isn't there any soy sauce, the soy sauce is in every other store, why not yours?,
reason for it not being available
Further research on customer personalities
The Four Personality Customer Types
Thinkers:
Driver
Is a consumer who only wants the finest of the best; they don't care about your personal
connection; they simply want to know whether the product that the business is offering is
the greatest and the best in the market. They have a lot on their minds and therefore have
no time for nonsense. They are goal-oriented customers as they’re commanding in
character and motivated to attain their objectives. They want immediate answers and
solutions. The problem with drivers is that they expect solutions to any problems that arise,
