Think about all the different types
and groups of people that visit
Thorpe Park
Lesson Outcomes
• Identify and describe the different types of
customer – P5
• Explain the factors that effect customer’s
expectations – P5/M2
• Explain the difference between internal and
external customers – P5
Different types of customer…
•
•
•
•
•
•
Non English Speaking
Age groups
Different cultures
Gender
Families
Disabilities
How does your business cater for each type
of customer?
National History Museum
Retail Clothing Shop
Customers with special requirements
• Non English Speaking
•
•
•
•
•
•
Speak slowly
Use simple words
Know if colleagues speak other languages
Translators
Guided tours in a different language
Translated information leaflet
Customers with special requirements
• Different Ages
• Toys in a hospital waiting area
• Seating in stores for elderly
• Shopping habits for different ages differ
Customers with special requirements
• Different Cultures
•
•
•
•
•
Fashion
Food and drink
Décor
Pronouncing names
Halal or Kosher
Customers with special requirements
• Gender
• Do men shop differently to women?
• Men shop online more than women. Women prefer to
go into shops to browse
Customers with special requirements
• Families
• Group discounts
• Crèche
• Soft play area
Customers with special requirements
• Disabilities
•
•
•
•
Braille leaflets
Hearing aid induction loops
Ramps
Lifts
Lesson Outcomes
• Identify and describe the different types of
customer – P5
• Explain the factors that effect customer’s
expectations – P5/M2
• Explain the difference between internal and
external customers – P5
vs
Why does
customer service
differ between
the two?
or
• Which airline would
you rather fly by?
• Why?
What sort of
customer
shops at these
stores?
So what factors impact on different
customers service expectations?
•
•
•
•
•
Age
Gender
Culture
Income
Brand Image
Lesson Outcomes
• Identify and describe the different types of
customer – P5
• Explain the factors that effect customer’s
expectations – P5/M2
• Explain the difference between internal and
external customers – P5
Internal and External Customers
• Internal – Those that work within the same
business as you
• Eg. Managers, supervisors
• External – Members of the public or other
businesses who are not in the same company
as you
• Eg. Public, other businesses, individuals
Lesson Outcomes
• Identify and describe the different types of
customer – P5
• Explain the factors that effect customer’s
expectations – P5/M2
• Explain the difference between internal and
external customers – P5