Define Customer and Customer Service. Describe External and Internal Customer, with examples from the project work. Identify different types of external customer
Answers
Explanation:
We’re all pretty clear on what a customer is, but sometimes it helps to clarify the overarching definition, especially as thinking evolves around providing a great customer experience to external and internal customers who might define experience in completely different terms. So, let’s explore the differences between external and internal customers.
From an IT perspective, it’s often helpful to separate the types of customers you serve: you may have a help desk and a service desk, or maybe a service desk that serves both internal employees and public customers. From a customer service perspective, understanding the needs of your customers can help you clarify workflows and decide whether your company should distinguish between internal and external customers.
What is an external customer?
External customers are the people that pay for and use the products or services your company offers. When brainstorming problems and designing solutions, these customers are who you’re designing for.
To be clear, an external customer is a person who is not directly connected to your organization other than by purchasing your product or service. This customer could be a one-time purchaser or a person who’ve you worked with long-term and to whom you’ve provided add-ons or customization options. External customers are also known as “clients” or “accounts.”
The goals for your external customer can depend on your product or service, i.e., repeat purchasing, referrals, positive reviews, and otherwise supporting your company. You might follow up after-purchase—or during—to conduct formal or quick-pulse surveys. “The customer is always right” is generally the guiding principle when serving this group, and the revenue they generate is the lifeblood of your company. Without them, your company fails.
What is an internal customer?
Internal customers have a relationship with, and within, your company, either through employment or as partners who deliver your product or service to the end user, the external customer. Less obvious but certainly still significant, stakeholders and shareholders are also internal customers. All of these may or may not purchase your product or service.