B1 Describe at a basic level how the organisation meets the needs of a variety of customers and deals with complaints

What is the difference between internal and external customers?

You need to describe how Birmingham Rep tries to meet the needs of a variety of customers.

This is to be a basic description. You could produce a simple table stating the different internal customers and give examples of services provided.

Do the same for external customers - remember to include

• individuals
• groups
• people of different ages
• people of different cultures
• non-English speakers
• people with a variety of specific needs (wheelchair access, hearing and visual impairment etc)
• businessmen and women
  
  

3. Give a basic description of how customer complaints are dealt with. Give some information about the system used for handling complaints and which members of staff are involved.