• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Who Are Barclays' Customers?

Extracts from this document...

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    Tesco's success is based on the principles of innovation, high standards of customer service and a firm policy of listening to its customers and acting on what customers say. I have designed a questionnaire to evaluate if Tesco has improved its products and customer services. Please tick the relevant box.

  2. Report: Type of ownership of J-Sainsbury

    valued, respected, able to contribute to the business Also employing a workforce that recognizes the diversity of our customer and potential customers. J-Sainsbury's Human Resources department is dedicated in treating all their employees fairly; they were one of the top performing organizations on race and diversity in business in the

  1. Produce a case study comparing two business organisations, investigating the extent to which each ...

    Most customers have an idea of what they should be paying for a particular product and will be dissatisfied if it does not meet their expectations so customer feedback is an important factor to asses there pricing levels. If their prices are too high customers will go else where which will then lead to a fall in their sales.

  2. Analysis of a Contract Specific Organisation

    We will work closely with your ALO's and AM's to promote the services on offer to your customers representing the best interests of all concerned. All DJ staff and supporting contractors will receive specialised customer care training, at their point of induction and on a regular ongoing basis.

  1. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Equipments used by Argos customer service department There are various equipments used by different organisations in their customer service department. These equipments are used to make their customer service transactions faster and easier to analyse. The following are equipment used by Argos customer service department.

  2. Communications in Health & Social Care.

    A constant stare can be because this person is angry and looking away may mean that someone is bored, not interested or possibly shy. * Facial expression - Facial expressions indicate our emotional state. Just from the eyes, mouth and muscle tension in the face we can clearly interpret a person's state.

  1. introducing customer services

    People People are external because they buy products from the business and in return they get good service and quality products. Task 6 Customers at Superdrug and their needs and expectations In this task I will be identifying 4 types of customers I came across while working at Superdrug and what their needs and expectations were.

  2. It is very important for both Tesco and Dadoos to satisfy the needs and ...

    The internal customer of Dadoos need could be to get a good deal as they are colleagues. The internal customers' expectation could be for his fellow colleague to be polite, be helpful when needed, etc. An advantage of being an internal customer of Tesco than Dadoos is that there is

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work