Who is a customer? The word customer derives from the word “custom” which simply means habit. In ordinary speech it refers to someone who regularly visits a particular shop, and makes it a habit in purchase goods of the sort sold there and with whom the shopkeeper has to maintain a relating this is in order to keep his customer which also refers to expected purchase in the future. Customers are very important in success of any business be it the fale of goods or services have the slogan the customer is know or the customer is god” and the most popular though sometimes used ironically the customer is always right
According to Wikipedia, a customer also known as a client, buyer purchaser ) is usually used to refer a current or potential buyer or user of the products of an individual or organization called the supplier, seller, or vendor
Three types of customers namely
a. Existing customers
b. Former customer and
c. Potential customer
a. The existing customer: this customer has purchased or otherwise used the organizations service typically unknown a disunited period of time . for some organization the ture frame may be short for instance, purchase of forex or money grain transfer existing customers are the most important to any organization because they have a current relationship with it and consequently give the origination a reason to remain a contact with them
b. Former customers: This group consists of more who have formerly had consists of more who have formerly had relations a previous purchase of a good /service. However, the organist ion on longer feels the customer it an existing are either because they have not purchased from the comfrans which a certain period of time or through some other indications such as, the customer purchasing from a competitor
c. Potential customers: this mind category represents those who are yet to purchase but possess what the organization believes are the requirement become existing customers. The requirement to become a customer include the need for the service possessing the financial means no matter how small and the power to make a purchasing decision
The three basic types of customer involved in the selling process are as
a. Selling process and can be very straight forward. The client this time around has given consideration to the particular service they need and can make a request . the responsibility of the contact person is to supply the service to the client along with additional information
b. Customer who have a need but do not know they have a need for a service or product show both an interest and desire. This person is looking for something but is not sure what it is up to the service person to assist the customer toward he actual step by timing the interest in the service product to an actual desire to purchase the item. The service person should demonstrate also determine the many option open to the customer and fulfill the customer needs.
c. Customers who do not know if they want or need anything; in this case the attention of the potential customer is needed . This is the real challenge to the service person as he/she needs to engage the customer in a discussion that may cause a transient forgotten need for the service
INTERNAL /ETERNAL CUSTOMER
An organization especially a service centre within the company exists for the purpose of serving its external customer. The whole organization is involved in a collaborative process to meet its customer needs but addition to the real external customer here is also the internal customer. An internal customer is anyone whom the organization which could be a different department, branch or a co-worker. The internal customer must be happy at all times for the general well being of the organization as customer satisfaction is as important for the internal customer. For a successful internal customer service all departments must be able to work together productively and to co-exist peacefully in or
der to meet organization wide goals and objectives this will translate to better quality service for the external customer. The relationship between the internal and external customer is the bane of customer service excellence as any disharmony in the relationship with under overall all effectiveness. Achieving customer services excellence dpends on both internal and external customer service satisfaction.
Good internal customer service stand with contented employees. It is important to consider they must feel they are as important as external customers and there request must be take seriously. Satisfying internal customers can be the best way to generate a productive output from them. It can help an organization cut costs, improve communicating between different functions, raise employee morale and as a retuct deliver outstanding external customer service
THE DIFFERENCE BETWEEN CUSTOMER INFORMATION AND CUSTOMER KNOWLEDGE
Information and knowledge are two district concepts. information known as data is any material that can be digitized and usually is other hand is the practical use of this information while information can be transported, stored or shared without many difficulties knowledge can not . It can only be acquired through a personal experience with the customer.
Knowledge sharing can be achieved by certain concepts which include talking listening, sharing , learning, creating, discovering, dialogue, act, collaboration, choice, relationships emotion, organic, adaptive, complex and trust . Knowledge is tacit and a relatively ethereal resources within every individual
THERE ARE THREE PRINCIPLES THAT CAN BE APPLIED TO KNOWLEDGE MANAGEMENT
– Knowledge can only ever be volunteered, it cannot be conscripted
– We always know more than we can tell, and we can always tell more than we can put in writing
– We only know what we know at the point we need to know it
GOING FROM SATISFACTION TO DELIGHT
What is customer satisfaction? Customer satisfaction is a measure of how products and services provided by an organization or company meets or surpasses all customer expectations. From the perspective of the organization . It is defined as the number of percentage of total customer whose reported experience with the company its goods or services exceed specified satisfaction goals. Satisfying every simple customer produces loyal customers and the organization gains positive word of month marketing which is high free and highly effective.
It is very useful for an organization that wants to remain profitable deploy the use of a guide to rate customer satisfaction. It provides a leading indicator of consumer purchase intention and loyalty
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