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Who Are Barclays' Customers?

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Introduction

E1- Who Are Barclays' Customers? Barclays offers a wide range of services to both internal and external customers. Internal customers are member of staff/colleagues that work in an organisation. Examples of internal customers in Barclays include: Small Business Managers, Customer Relations Team, telephone operators, Financial Planning Managers, Customer Service staff, Counter staff, Accountants, Consumer Relations Team, and Relationship Managers. External customers are the majority of individuals who lives in the local areas. Examples of external customers of Barclays include: disabled people, elderly, foreign people, parents, couples, widows, divorcees and students (from schools, colleges, and universities). Internal customers Barclays has number of internal customers who works for them, and also does banking with them. About 5% of accounts belong to Barclays' staff. It is very important for Barclays to have internal customers because, without them, the financial organisation will have difficulties to meet the needs of external customers. For example, if you image the organisation as an iceberg, only 1/10th is above the water (the external customer), but 9/10th is hidden below the water (internal customers) which, is supporting external customers. This good example of importance of internal customers was extracted from the following website: www.citysun.ac.uk/newonline/customercare/task1/intro.htm. So, if you remove the bottom half of the iceberg (internal customers), top half of the iceberg (the external customer) ...read more.

Middle

They usually make up their own mind. They have their own opinions but, thinks about the opinions of others. A nervous customer This type of customer may seem disturbed and nervous. They may show this by putting their hands in and out of their pockets, and fiddling with something, such as a clicking pen. A submissive customer This type of customer may avoid eye-contact and not look directly at the other person. They will know they need a specific product but, may ask staff what they suggest they should buy. They may not be able to make a decision, after listening to staff' advice, and may want staff to make that decision for them. They would say: "er...er..." or ramble and hesitate. To deal with this type of customer, staff members should ask questions, so that they will know what kind of product will be best for their needs. Staff members should always find out what is best for their customers so, as a satisfied customer, they will come back. An angry customer This type of customer is demanding or abusive. Staff members should listen to what customers say, at all times. Staff members should be sympathetic, and should never criticise their (customer's) ...read more.

Conclusion

If a customer is abusive or threatening, staff should seek assistance from senior staff Barclays knows that every customer have different needs because; everyone is different from one and another. For example, the needs for a wheel chair user would be, to have easy access into branches, and to have large and clear signs for the individual to see and read. Even though, we are all different and we have different needs, we have same desires when we visit Barclays Bank, e.g.: * * we want to pay in money into our account by cash or cheque * we want advice on financial and legal issues * we want information on career in banking * we want information in Braille, large prints and in different languages Whether customers are internal or external, Barclays need to build good relationship with customer, for the following reasons: * understanding customer needs * always put customers first * to establish customer satisfaction goals * communicate in a positive manner * make the buyer feel good * zero defects * smile to every customer * display strong business ethnics * if there a complaint, they should be all followed up * a professional approach to complaint handling is important ?? ?? ?? ?? Unit 10: Customer Service Created by Baljinder Duhra - 7 - ...read more.

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