Lesson 1: Identifying types
of customers.
In customer service, there are several
different types of customers. These types include the loyal customers, the discount customers; need based
customers, wandering customers, and the impulse customers. Each customer type has their own unique traits
that make it easy to distinguish their type from other types of customers.
We also need to verify the labor context of our customers, and the needs they have, this mean that you can´t have the
same approach to all customers, for example, being a secretary of a doctor is
different from being a secretary of a principal in a school, or being someone
that answer the phone in a call center.
After we identify the needs of information and the labor context of our
clients we can serve them and bring a good customer service knowing how exactly
we can make an approach to them.
As we see in class we can
classify the customers in 5 types, you can see a review in this video below.
After watched it please answer the exercise of types of customers.
A) Mrs. Jones travel every
first Monday of the month to Mexico City at 7:00am. She also has a frequent
flyer card that allow her to get a 15% off the price regularly charged.
__________________________________________________________
B) Mr. Smith always buy tickets
to travel to Austin Tx, on the dates the airline has a special price or
promotions.
__________________________________________________________
C) Susan is an assistant
that always is searching for flights she called to 3 of them and ask what
services they offer, rarely buy tickets she always do it in based of her needs.
__________________________________________________________
D) The VP Marketing of EXXON
when has to travel to Asia buy tickets of the airline he decide or the airline
that has the best schedule of flights, he constantly switch between brands and
has no preference for anyone.
___________________________________________________________
E) Mr. Smith usually travel
to Mexico every month he only buy tickets for this special occasion and never
prefer another date even if the price is better.
___________________________________________________________
