Other Departments
An internal customer of Tesco might need to get some TV from the electronic department for security use. So the need of the Tesco’s internal cuystomer is to get good quality TV. The needs of them is to get good value for money, get help to choose the most suitable product, good range of TV’s, warrantees, technical advice, etc. So as you can see there are several expectations that the internal customer of Tesco is looking for. The need for the internal customer of Dadoos is to get something from the post office, which is within Dadoos. So the post office is a department of Dadoos. The need of the internal customer of Dadoos is to get a good deal on the product as both departments is under Dadoos. The expectations could be for the internal customer to receive friendly service, get good value for money, assistance with any problem, honest and truth information, etc. An advantage of being an internal customer of Tesco than Dadoos is that there are more departments so you have wider choice. However, a disadvantage of being an internal customer of Tesco than Dadoos is that even thought needs might be met; the expectations are less likely to be met as they might be in a rush to finish your request.
Service Providers
The internal customer of Tesco might go to canteen or restaurant within Tesco to buy something. The internal customers’ needs could be to get healthy good quality food. Also, their expectations could be to get a excellent and friendly service, good value for money, good range of food, assistance with queries such as what the food consists of, etc. The internal customer of Dadoos could when someone such as the cashier trains someone from other department of how to use the till. The need of the internal customer is to get help from someone to become better at their job. The expectations of them could be to for the trainer to be polite and friendly, assistance with how to use the tills, honest and truthful information about the job, etc. An advantage of internal customer of Tesco rather than in Dadoos is that in Tesco they have several of service providers, so they have more choice, whereas in Dadoos they are limited to what kind of service they get as they are a small business. However, a disadvantage of being an internal customer of Tesco rather than in Dadoos is that again your expectation might not necessarily be met.
Disabled Staff
An example of an internal customer situation in Tesco could be a disabled staff having diffulties using the till. So the Tesco need to provide an alternative role or a simplier way for the disabled people to use the till. The need of the internal customer could be to get a easier method to use the tills or to get an other alternative role which suits them. Their expectations could be for them to receive assistance when eve they need help, clear information about how to use the till, for the fellow Tesco staff to be friendly, etc. However an example of internal customer situation in Dadoos’s could be for disabled staff coming to work. So the need of the internal customers could be for Dadoos to have ramps so they can get to work easily as they are wheelchair users. Their expectation could be for the other staff to treat them in a friendly manner, give them assistance when there is need, etc. An advantage of being an internal customer of Tesco rather than in Dadoos is that in Tesco they have got more money so they will be able to provide the things the disabled people need. Whereas in Dadoos they have limited money and resources so they cannot necessarily meet what ever the internal customer requires. However, a disadvantage of an internal customer of Tesco rather than in Dadoos is that needs might be met however expectations might not be met.
The needs and expectations of an external customer
All businesses must know their needs and expectations of their external customers like customers in order to work harder to mach what ever the customer wants.
Individuals
An external customer situation in Tesco could be for customers to go to Tesco and buy things and pay for them. Their need could be to get what ever they want to get. Also their expectation could be to get good/quick service, the staff to be polite, give them guarantees, deal with replacements, assistance with choosing the right products whenever they need it, honest and truthful information, etc. However, in Dadoos it could be customers buying products. The need could be to buy different products. Their expectations could be to get quick service, get wider range of products, high quality product, assistance whenever needed, honest and truthful information, etc. An advantage of being an internal customer of Tesco rather than Dadoos is that Tesco have more staff trained so the internal customers’ needs and expectations could be met more effectively. A disadvantage could be that Tesco’s staff might spend less time helping the external customer as they might be busy.
Families
An external customer situation in Tesco might be that as customers come into Tesco they might want to leave their children in a safe play area while they do shopping. So their need could be a safe play area where they can leave their children. Their expectation could be: for staff looking after children to be polite and caring towards the children, the play area to be safe, a free service or a good value for money service, staff to be cooperative, etc. Also, another external customer situation in TEsco could be that parents might want a baby changing room. So their need could be for Tesco to provide a baby changing room. Their expectation could be for the baby changing room to be large and have all necessary facilities, changing room to be clean, etc. However, Dadoos external customer situation could be that when a family goes shopping at Dadoos they might want their children to be occupied in a play area. The need of the external customer could be for the play area to occupy the kids. Their expectation could be for the play area to be safe, the staff who is keeping an eye to reliable and safe, etc. An advantage of being an external customer of Tesco rather than Dadoos is that Tesco is likely to offer a better, variety of services such as play area as it can afford it, whereas Dadoos is limited to its resources. However, a disadvantage could be that Tesco has lots of customers going to Tesco that the service they provide might be not reliable is some cases. However, I personally believe that Tesco provide a better service than Dadoos as they are able to offer more wide of service to suite families.
Different Ages
The external customer situation of Tesco could be that the old people might need to have facilities so that they can access Tesco easily. The need of the external customer could be for Tesco to provide ramps, Tesco helpers; special trolleys so they can put goods easily in, etc. Their expectations could be for staff to be polite and helpful, assistance with a problem or query, help chose products, etc. However, Dadoos external customer situation could be for teenagers wanting this like sweets, games or any technology things as well as that is what attracts them. So their need could be to get games, sweets, etc. in Dadoos at a reasonable price. Also, their expectation could be for staf to be polite and helpful, variety of products, clear information about the price, good value for money, etc. An advantage of being an external customer of Tesco rather than Dadoos is that Tesco are likely to offer more variety of facilities such as ramps, special trolleys, etc. However, a disadvantage of being an external customer of Tesco is that Tesco might not necessarily offer all the facilities what the different age group wants. However, I personally believe that Tesco offer more service to different age group as they are more likely to afford it.
Different Cultures
An external customer situation in Tesco could be that in Tesco they might want different types of cultural food. Their need could be that they need various types of cultural food. Also, their expectations could be for staff to be polite, identifying what food is from where, the food to be reliable and safe, staff to me helpful when deciding what food to chose, etc. However, Dadoos external customer situation could be that the customers might not understand or read English probably so they might want the signs in various languages. Their need could be for signs to be in different languages. Also, their expectations could be for signs to be clear and very attractive, the staff to be appreciative if a mistake has been made on the sign or deal with complaints. An advantage of external customer of Tesco in this situation is that Tesco are likely to offer more variety of cultural food because they are large organisation so there are able to offer as can afford to do it. However, their disadvantage is that they cannot compete with Dadoos in terms of offering cultural food as Dadoos offer more variety of cultural food as it is owned by variety of ethnic people. So overall, I personally believe that Dadoos offer variety of cultural things.
