Internal and External Customers
What is an external customer?
What is an internal customer?
What are the differences between internal and external customers?
Someone coming in from the outside of the organisation
Not within the organisation
Buys products and services
People who work for an organisation
Employees
not much!
External customers are more likely to complain ie Trip Advisor
Give some examples of external customers?
General public
other businesses
individuals
groups
Give examples of internal customers
Shareholder
Managers
Colleagues
Different departments
suppliers
Should internal and external customers be treated differently?
more familiarity
Don't always appreciate internal customers
Why is it important to retain external customers?
Why is it important to retain internal customers?
What is the impact on the organisation of losing customers, both internal and external?
Bring in more external customers, more funding, more profits, better reputation,
Reputation - staff turnover, why are staff leaving, absenteeism,
Experience/intellectual property
Costs - retraining/recruiting
Costs increase
Revenue reduces
Reputation - goes down
Loss of experience
problems with recruiting staff
What can an organisation do to retain external customers?
Good customer service
Helpful, friendly, knowledgeable
Respond to wants, needs, expectations
Price/offers
VFM
speed
What can an organisation do to retain internal customers?
Appreciation and compliments, monitoring workload
A happy organisation
Further training and development
Progression opportunities
Fair pay
Incentives