Confusing words Customer or client?

A customer or a client is a person who buys goods or a service. The term ‘client’ is mainly used for service industries, and means a regular contact between the seller and the buyer. A consumer is a person who buys goods or services for their person use. The term is also used to talk about someone who uses the product or service. For food, the customer is the person who buys it and the consumer is the person who eats it. However, the two terms are often used interchangeably without particular attention to the difference in meaning.

3. Fill in the gaps with either client, consumer or customer.

1. The store where I work had many … today because it’s almost Christmas.

2. I’m going to see my … today to talk about his financial needs.

3. Children at toy shops are usually … , their mothers are … .

4. … is a person who uses the service like legal advice, accountancy service etc. from the service provider.

5. This must be a good store because it has so many … .

6. I work for a lawyer and he has a lot of … .

From the point of view of sellers …

CUSTOMER	SATISFACTION	IS WHEN CUSTOMERS are happy with your products
	DELIGHT	are extremely happy with your products
	ALLEGIANCE, LOYALTY	continue to buy from you
	DISSATISFACTION	are not happy with your products
	DEFECTION	stop buying your products

What is customer care?

Customer care is important to any business, because if your customers are satisfied and happy, profits will grow.

Some companies have a code of practice where they write their principles and rules how to service the customers. Customer care is of great importance for some jobs: for example, for receptionists, sales people, and others who communicate with customers regularly.

When you get what you want and you are happy with a product or service there is customer satisfaction. When customers are extremely happy, there is delight, extreme satisfaction. Researcher shows that 95 per cent of dissatisfied customers do not complain, but just change companies. Satisfied customers create new business as they tell up to 12 other people. Dissatisfied ones will tell up to 20 people. Some say that encouraging customer loyalty is important for profitability. If customer defection is high, a company can ask those who leave why they chose another company.

4. Fill in the gaps with the most appropriate terms from the box.

CUSTOMER LOYALTY CUSTOMER DISSATISFACTION CUSTOMER DELIGHT CUSTOMER DEFECTION CUSTOMER CARE CODE OF PRACTICE

1. … is a business term which people use to describe loss of clients or customers.

2. People use a particular shop or buy one particular product, rather than use other shops or buy products which other companies made.

3. … is a set of rules or practices for an individual or organization how to serve customers.

4. Our aim is not just to get customer satisfaction but to get … .

5. Dealing with … can be hard, but it is a part of every business.

6. This company is famous for its perfect … .