Back to Unit 2

Assignment 1 

P1    Describe three different types of customers and their needs and expectations

      

        Firstly, CHOOSE a business to write about.  Large shopping centres such as Bluewater or the Trafford Centre have websites that

        provide information.  Your local bowling alley or cinema can work well and will usually give you a talk and answer questions. 

        You could also choose your part time job.  It is important not to forget to write about INTERNAL customers.  It can be hard to find

        information on these but The National Maritime Museum (NMM) gives information about internal customers on its website which

        makes it a good business to choose.

       

        Task 1

        a)  Briefly define customer service - click here and here for some definitions

        b)  Write a paragraph introducing the business you have chosen to study. 

       

 

        Task 2

        Explain that customers can be internal and external.   Briefly explain what customers the business you have chosen has - you can use

        the list below to help you:  Click here for the NMM.

 

Internal External

  • colleagues

  • supervisors

  • staff

  • staff teams

  • managers

  • existing and new customers

  • individuals

  • groups

  • families

  • businessmen and women

  • different ages

  • different cultures

  • gender

  • special needs eg non-English speaking, visual, hearing, mobility impairments

 

 

        Task 3

        Pick THREE different types of customer to write about in more detail. Explain by giving examples, what they need and expect from

        each other (internal) or the business (external) for the business you have chosen.  You can use the list below for ideas.  Click here for

        examples at the National Maritime Museum       

  • Accuracy and reliability

  • Providing information and advice

  • Providing assistance and help

  • Dealing with special needs

  • Dealing with problems

  • Organisational targets

  • Health, safety and security

       

        Task 4

        Write a paragraph to explain what the benefits of good customer service could be to the organisation you have chosen to write

        about.  NMM click here