B2 Describe with examples how the organisation meets the needs of its external and internal customers and explain the customer complaints procedure

This needs to be a detailed explanation and show a full understanding.
Show how the needs of internal and external customers are met.

1. This could be done either in paragraph form or as a table but you must include detail and give examples. You must ensure you have covered all the different customer groups.


. Give your opinion on the delivery of customer service to the different user groups?
Give the views of staff. Give views of customers. Refer back to your questionnaire

Individuals give information on different prices. What do you think of the prices?
Internal customers is there a handbook for staff explaining procedures they they have to follow what perks are there: meals, competitive wages, bonus schemes are staff given paid holiday, opportunity for training, flexible hours is there a newsletter or are regular meetings held? staff appraisal, training courses, opportunities for promotion or training for staff such as induction scheme and shadowing of new staff by experienced staff is there a staff suggestion books or employee of the month scheme.
Groups How do they cater for schools, families, etc
People of different ages
People from different cultures Non English speakers People with specific needs wheelchair access hearing loops
Business groups Conference facilities? After each type of customer, write an evaluation of how well you believe they are provided for. If customers could be better provided for then describe how. Refer to questionnaires and staff interviews.

3. Review the complaints procedure and the reason for its development - why is it important to have it? how does it benefit the orgnaisation? give examples.....
Refer to the sheet with examples of customer complaints. Give a list of the different complaints received. What action is taken and what system is in place to handle complaints (you could use the sheet that you were given - stick it onto an A3 sheet and annotate it to show how is the complaint is recorded which members of staff are involved?)