Transcript Certificate in Learning & Development Practice

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