Understanding Customer Service Essentials: Identifying Your Clientele
In the realm of business and service interactions, the term 'customer' takes on a broader meaning than one might initially think. A customer, in this context, is not limited to just a person or organization that purchases goods or services from a business. Instead, it encompasses a wide range of individuals and entities that engage with a company in various ways.
This broad definition includes individuals, businesses, organizations, or groups of people who pay for and use a company's products or services. These customers can be external, such as consumers buying products for personal use, or internal, such as employees within a company who rely on services provided by other departments.
Key points about this definition:
- Customers are often referred to as buyers, purchasers, or consumers when the focus is on the act of purchasing.
- A customer's interaction with a business spans all stages: before, during, and after the transaction, including customer service and support.
- The term "customer" differs from "client," where a client is typically someone who hires services, like legal or accounting services, rather than buying products outright.
- Consumers are a subset of customers who are the final users of products or services, usually for personal use rather than resale.
- Internal customers refer to employees within an organization who utilize services or products provided by colleagues or departments to fulfill their work duties.
This broad definition ensures that any recipient or purchaser of goods or services, whether external or internal to the organization, is included. Furthermore, it emphasizes the importance of considering the entire scope of a customer's interaction with the business, not just the buying transaction.
In many cases, a supplier can also serve as a customer in the same process chain. This means that the lines between the roles of a supplier and a customer can blur, and it's possible to be both a customer and a provider in one process, depending on the circumstances.
Moreover, it's essential to remember that don't restrict how you look at customers and customer service to a buying transaction. Great organizations consider everyone to be a potential customer, whether they're purchasing something or serving the public, receiving information, skills, or even a simple pat on the back.
Lastly, treating your supplier well can often lead to better service. By considering your supplier as a customer, you can help them deliver better service to you, creating a mutually beneficial relationship. Similarly, internally, being a great department means having everyone you work with or for, know that you deliver great service.
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- In the context of this broad definition, a customer can also be a supplier in a process chain, showcasing the blurred lines between these roles.
- To foster strong business relationships, it is crucial for organizations to extend customer service beyond buying transactions, treating suppliers as customers and considering everyone a potential customer, even those who are not directly purchasing goods or services.
