• Award, Certificate and Diploma in

• Strategic Management

• Certificate and Diploma in• Executive Leadership

ILM Level 7

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

1. Smile on the phone2. Ask to help3. Address them correctly4. Listen to their needs5. Confirm what they have said6. Be genuine7. Care for your customer8. Put yourself in their place9. Ensure staff have the knowledge and

skills to help10.Be honest

(Handouts 2-4)

10 steps to exceptional customer service

“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