Different Types of Customers
Business facilities are used by a wide range of individuals including
those with special needs, such as disabled and deaf people. All of
these people want a high level of customer service. To provide a high
level customer service, I need to identify the following different
types of customers:
* Children
* The elderly
* Foreign customers
* Physically or mentally disabled
* The deaf
* The blind
* The know-it-all
Children
Businesses, such as Barclays need to treat children fairly because,
they are tomorrow’s customers and businesses should treat them with
care as they do to older customers. People who are working for an
organisation should always remember to:
* Use simple language and vocabulary
* Help them with money and to deal with their change, if necessary
* Use their name if the staff member knows it
* Distract them rather than rebuke them if they behave badly
The elderly
When dealing with elderly people, they do not want staff members to
talk down to them as if they are less worthy. Staff members should
always remember to:
* Take their time and do not hurry them
* Avoid patronising them
* Avoid any technical slang because, they will not understand
* Be willing to repeat the main points again
* Write details down if, they are too long and complicated to
remember
Foreign customers
Foreign customers will become very nervous when they try to talk to
the staff. It is very difficult to communicate them if, staff members
do not speak a second language. Staff members should remember ...
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...hat they want, they might have some idea and
want advice, or they might not have a clue and will need close
guidance.
Many business organisations categorise their customers into two
groups: internal customers and external customers. Internal customers
are employees who work with their organisation. It is important for
businesses to treat their internal customers equally as they treat
their external customers.
External customers are consumers and businesses who often purchase/use
the product or service. External customer are the most important part
of the business organisation because; without external customers,
there would not business. Businesses, such as Barclays must provide
excellent customer service, so that, they can return back and tell
their friends and families about the wonderful experience they had.
There are several types of challenging customers and these range from a timid customer to a very aggressive and abusive customer. The timid customer will show signs of being embarrassed, speaks slowly and will wait for others to ask questions. The suspicious customer will try to take over the conversation and will have doubts on what you are trying to sell them. This type of customer can quickly become aggressive. The very rude or aggressive customer is the most challenging, especially if they are complaining about something. They are offensive, body language and red faced shows aggression.
At first I was a little hesitant, walking by the small market stand full of hair styling products I have never seen before. As usual, there is a salesman standing on the other side trying to persuade every individual to buy their new products. That may seem familiar and yes it can be very annoying. Targeting uninformed consumers is extremely unethical because the consumer most likely is not interested and they may be getting lied to. Many people know they will say anything to them to buy their product. In fact, two thirds of salesmen admit they lie about products they sell. Usually when someone is interested in a product, they will proceed to the salesman to learn more. But now, the salesmen are going out of their way to inform others about
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
According to the New York times ''The U.S economy is predominantly driven by consumer spending which accounts for approximately 70 percent of all economic growth. So if business go under because of the uniformed buyers not buying it could impact all of us because there are a higher percentage of uninformed than informed consumers buying the products . So you can say the government and the residents depend on all consumers especially the uninformed ones to support the economy. The economy though will not be the only thing effected people will start to feel dissatisfied that they cannot get the product they want and make a fit about for example posting on social media about it or causing outbursts throughout the united states .Which could lead to violence or even death's because someone couldn't get what they want and they don't know how to express themselves.
The Customer loyalty has been a major and unanimously acknowledged as a valuable asset in competitive markets according to Srivastava, Shervani, & Fahey, 2000. As a result, it becomes more important to give power to in loyalty panel particularly when the consumers faces very low switching or moving cost to other product or service, because they are not locked in by a contract (Shapiro & Vivian, 2000). It is also become important in competitive markets due to availability of more lucrative and easily available options. The concept of customer loyalty has been around and present throughout in all parts/activities of numerous industries in the past decade (Lewis, 1997). The development of loyalty includes building and supporting a relationship with a customer, which leads to the repetitive purchase of products or services over a given period of time. A loyal customer base also permits companies to offer their expertise and skills to other business matters (Gefen, 2002; Rowley & Dawes, 2000). In order to understand what drives customer loyalty or how your business defines customer loyalty we can look at the behavioral aspect of it. Customers can show their loyalty in a number of ways. They can prefer to stay with a firm, whether this persistence is distinct as a relationship or not, or they can increase the number of purchases, or they can do both (Reinartz & Kumar, 2003; Rowley & Dawes, 2000). The purpose of this research is to link loyalty to the up-and-coming theories of CRM (Macintosh & Lockshin, 1997) or as the key element, of effective CRM. Although some authors, such as Dick & Basu (1994), have different view of each element of it and make a distinction between brand loyalty, store loyalty, sales people loyalty, product and ser...
...ual or company that purchases goods or services produced by another individual, company or other entity. He can purchase them for his personal needs, but also for merchandising or resale. There are two types of customers: external and internal. External customer is the customer that is not directly connected to the organization and environment. Society can easily influence on his purchasing decision. Internal customer is the person that is directly connected to the organization. Internal customers are usually stakeholders, employees and shareholders (Blyth, 2008). Customer can be the same as consumer but he doesn’t need to be. Customer is purchasing the product but he doesn’t need to consume it, but he can use it if he buys it for his personal needs and wants. Consumer is an individual who acquires goods and services for his own personal needs (Frain, 1999).
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
Being competent in respect to customer service involves “anticipating and meeting the needs of both internal and external customers”. Organizations we must deliver high quality products and services and this is accomplished by having qualified employees. Employees throughout...
1. What is the difference between a. and a. Target Market According to the textbook Strategic Marketing Problems by Roger A. Kerin and Robert A. Peterson, a target market is defined as a specific group in which a company will focus its efforts into marketing its product or services to. Before a company can go on with production, the marketing manager needs to decide who will use their product. As stated in the text, the question that needs to be answered is “Where to compete?”
Customer service representatives are in charge of collaboration with customers by means of telephone, email, fax, mail, or in individual. They are the first purpose of contact of the customer with the company. It is their obligation to answer inquiries, settle issues, handle complaints and react to requests. Customer service representatives are required in all fields; finance, assembling, medicinal and protection, just to give some examples. Bosses depend on them to secure helpful communication in the middle of company and customers. I have interviewed Mr. Jacob Dawson who is working as operation manager in customer care services department at Universal Techno Outputs (UTO).
In a business, communication not only takes place between the business and their buying customers, but also with their suppliers, within themselves and all of the stakeholders involved in the business. This includes all of the internal and external customers.
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.
Listening skills are an important part of interpersonal communication. Attentive listening behavior affects the speaker’s feelings of self-worth, and speaker’s image of a listener (attentive listening skills, clark). In context of face-to-face service interactions, those reasons are extended to an extra dimension of Customer Relation Management. Company’s ability to listen to its customers through the customer service agents, will affect the business’s overall performance as the customer that feels ignored, may choose to cease using the service and switch to one, where his, or her worries will be attended to.
Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful. CRM can help businesses gain a competitive edge through communication, marketing, gathering customer information, social media and mobile technology. Customer relationship management is a continually evolving domain and now social media technologies have revolutionized the way businesses and consumers interact. (Choudhury & Harrigan, 2014) There are many benefits that come with implementing customer relationship management.
Task 1: Critically evaluate the key concepts/theories on the topic of the effectiveness of loyalty programmes on customer loyalty