Detailed description of the basic characteristics of different types of customers and their needs.
Customer service covers all the activities that affect the customer's experience of dealing with an organisation. This will include the impressions created by the manner, appearance, and training of staff, plus the reality of how well the customer service will add value to their products, enabling them to charge a higher price, while ensuring customer loyalty. After-sales service is the appreciation that customer needs do not end when a sale has been made. Efficient after-sales service may be a vital factor in encouraging a high level of repeat purchase.
I am basing my customer service assignment on Tesco. Tesco was founded in 1924. Over the last seventy years, as the food retailing market has changed, the company has grown and developed, responding to new opportunities and pioneering many innovations. Tesco is Britain's leading food retailer. They can find out what type of customers they have by carrying out a customer profile such as:.
Age, approximate income, gender, occupation, how the customer learned of the business, children, employment. It is vital for Tesco to ensure that its customer service policy caters for:.
• Passing trade.
• Adults and children.
• Customers with special needs.
• Students.
• Families.
• Elderly customers.
• Single parents.
What different types of customers does my company have?.
• Demanding customers.
• Amiable customers.
• Thinking customers.
• Compliant customers.
Demanding customers are driven individuals who want results and do not care about the details of the service. They focus on the bottom line and are not interested in the fine points of the customer service process. Demanding customers are very vocal about their needs and expect you to listen to what they have to say.