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Transcript
ILM Level 7 • Award, Certificate and Diploma in • Strategic Management • Certificate and Diploma in • Executive Leadership Aim To enable learners to review and make recommendations for improvement of their organisation’s marketing strategies M7.15 Programme objectives Review the organisation’s marketing strategy. Recommend improvements to the organisation’s marketing strategies. Marketing Strategy Process BCG Growth-Share Matrix Ansoff’s Growth matrix McDonalds Aim To equip learners with the knowledge and skills required to promote a commitment to customer satisfaction M7.12 Programme objectives • Review the organisation’s ability to satisfy its customers • Recommend improvements in operations to improve customer satisfaction Have a nice day 10 steps to exceptional customer service 1. Smile on the phone 2. Ask to help 3. Address them correctly 4. Listen to their needs 5. Confirm what they have said 6. Be genuine 7. Care for your customer 8. Put yourself in their place 9. Ensure staff have the knowledge and skills to help 10.Be honest “I’m really pleased our customers are now complaining” “Before they just went somewhere else, now we know what we are doing wrong and we can do something about it” Sales Director of a Engineering Testing Company “Customers have needs beyond the need of the company’s product, whether it comes in a box or is a particular service. People need to feel they belong to the group. People need to feel that they’re important and what they do, think and, and say truly matters.” Ken Blanchard & Sheldon Bowles, Raving Fans
