P5
Lesson Objectives
 Understand
how businesses
provide customer service:

Types of customer and how to deal
with them
Taxi Terry – What makes him great?
Types of Customers
 Internal Customers - these are all of the
colleagues in the business who need assistance to do
their job and meet the business objectives.
 External Customers – these are people who visit
the business because it can meet their needs. They
can go elsewhere is dissatisfied.
 Customers with special requirements.
 Make a list of the internal, external and customers
with special requirements in the academy.
Internal
External
Special Requirements
Understanding
customers’ needs!
Needs and Expectations
 Needs are what the customer has to gain or achieve by
using a business. E.g. a customer visits McDonalds
because they need food.
 Expectations are add-ons that the customers expect
from using your business. These are often based on
previous experiences E.g. Customers expect a wide
range of food products and free tomato ketchup from
McDonalds
 What are the academy customers’ needs?
The 4 main types of needs
Understanding
customers’ needs!
 The need to be understood
-
Customers need to feel that the message they are
sending is being correctly received and
interpreted.
 The need to feel welcome
-
Customers need to feel that you are happy to see
them.
 The need to feel important
-
Customers like to feel important and special.
 The need for comfort
-
Customers need physical and psychological
comfort.
 How do we meet these needs at the academy?
Task – P5
Lesson Objective:
To understand how businesses provide
customer service + Types of customer
and how to deal with them
 You must create a poster for display in Sainsbury’s staff room
that describes how they meet the needs and expectations of
three different types of customer. (P5)
Progress Board
 Title: Types of Customer and how to deal with them
 The sections you must include are:



What internal customers? Who are they for Sainsbury’s? (Staff) How
do Sainsbury's meet and exceed their expectations?
What external customers? Who are they for Sainsbury’s? (Families)
How do Sainsbury's meet and exceed their expectations?
What are customers with special requirements? Who are they for
Sainsbury’s? (Over 65s) How do Sainsbury's meet and exceed their
expectations?
Key terms and their meanings...
 Internal Customers
 External Customers
 Customers with special requirements
 Needs
 Expectations
Factors that impact on needs and
expectations:

Age or Culture

Public image of owner or business

Customer’s disposable income
How to meet
customers’ needs
and expectations!
 In groups of 3, decide how each of these things
can impact on customers needs and wants.
What are the needs and wants
of…
 Internal Customers?
 External Customers?
 Customers with special requirements?
 How can a supermarket meet these needs and
expectations?
What can a business do to meet and exceed
customers’ needs and expectations?
 Pay staff
 Offer bonuses
 Give discounts




Special offers
Have products available
Open on time
Offer outstanding Customer
Service
 Lifts
 Ramps
 Special assistants
 When possible start at “Yes!”
 Talk to your customers to




understand their
expectations.
Develop relationships.
Communicate clearly
Deliver exceptional quality.
Be present and prompt.
 Always meet deadlines.
 Thank customers for their
business.
Spot the difference
In your books, write at least 5 needs and wants that the 2
customer types pictured would have from Sainsbury’s.
Task – P5
Lesson Objective:
To understand how businesses provide
customer service + Types of customer
and how to deal with them
 You must create a poster for display in Sainsbury’s staff room.(P5)
 Title: Types of Customer and how to deal with them
Progress Board
 The sections you must include are:

Who are internal customers? Who are they for Sainsbury’s? (Staff) What
are their needs and expectations? How do Sainsbury's meet and exceed
their needs and expectations?

Who are external customers? Who are they for Sainsbury’s? (Families)
What are their needs and expectations? How do Sainsbury's meet and
exceed their needs and expectations?

Who are customers with special requirements? Who are they for
Sainsbury’s? (Over 65s) What are their needs and expectations? How do
Sainsbury's meet and exceed their needs and expectations?
Check your learning…
Complaints...
Lesson Objective:
To start to deliver outstanding
Customer service.
 The letter...
 Write a response to the letter as if you were the airline.
 Cover every point made by the customer.
 Make sure you go above and beyond to satisfy the
customer.
 What can you do to resolve the situation?