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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

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