What are the differences between internal and external customers in a business environment?

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The difference between internal and external customers is that  internal customers are individuals and a group of people within the organisation who receive the output of your work, an external customers are individuals outside of the organisation you work in who receive the finished produce or service that the organisation provide.

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Explain why customer service should meet or exceed customer expectations

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The reason why customer service should meet or exceed customer expectations because it could result in fewer external customers,fewer sales and inefficient wasted resources,however if they are met and you do exceed customers expectations then you will gain a sense of trust and the customers loyalty as well as recommendation,good publicity and job satisfaction.

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Explain the importance of building positive relationship with customers and outline two ways in which this can be achieved

 

The importance of building a positive relationship with customers is to show that you have respect ,focus,trust,clarity and communication with both parties,each of the parties focus on the facts and the solution and with a relationship with the customers its easier to know what the problems are and how they can be solved,if there is trust within the relationship to  the customers they then feel like they can rely on you.Each of the parties seek to be clear on each other needs and feeling and with a positive relationship with the customers this can be achieved and with building positive relationships you can also have great communications with each other.Positive relationships with customers may be achieved by  finding ways to look happy or simple by having a smile on your face and be positive with the work you are doing as well as making notes and checking that you understand what the customer is requesting.

 

How do customers demonstrate their own needs and expectations?

 

Customers demonstrate their own needs and expectation by providing informal feedback which is collected by various members of staff such as forms,conversations and surveys, feedback enables the business to work on what customers want and need and determine whether their current products and services meet the needs of the customers. Customers also demonstrate there needs and expectations by using formal methods such as  focus groups by discussing the products they have brought and what they thought of it.
 

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