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1. Draw up a table containing 4 columns make a list of all the customers (internal and external) that you and your organisation has.
2. Now for each customer group jot down what they want from you and your organisation and what sort of service they want/expect.
3. Indicate how you know this – so where did you get this information from.
4. In the final column make a note at how successfully you and your company delivers the customer service each of your customers wants.
EXAMPLE
| NAME OF CUSTOMER | WHAT SERVICE DO THEY WANT?EXPECTATIONS? | HOW DO I KNOW THIS? | COMMENTS |
| RPL MANUFACTURING CO. | Want access to high-quality steel rods/cut to specific lengths | It is in their contract | the 2 x day turnaround can be difficult to achieve during busy periods as the lengths are not always standards & machines have to be programmed. |
Expert Answer
Answer
| NAME OF CUSTOMER | WHAT SERVICE DO THEY WANT? EXPECTATIONS? | HOW DO I KNOW THIS? | COMMENTS |
| Internal Customers- Employees |
|
By talking to internal customers | Because of great working culture and transparent policies, the company is able to reach its target to satisfy internal customers |
| External Customers- Retail Customers |
|
By talking to management and the retail customers | Because of the higher volume of customers on daily basis, sometimes the customers have to wait in the payment queue for 10-15 minutes. The management is working on this problems. On other points, the company is able to meet the customer’s expectations. |
