BM2401 Marketing Management Assignment: Customer Care

Aims:

1. To enable students to apply marketing concepts to employing organisations.

2. To allow students to demonstrate their understanding of Customer Care principles that underlines such schemes.

3. To evaluate the potential success of students in analysing customer care schemes in their own organisation (where existent), and recommend a customer care programme that should be adopted, with sound reasoning and explanations.

Tasks

1. Many service organisations argue that customer care through its service provision is a way of creating competitive advantage.

Within a background where customer service issues are changing, explain the major benefits of being a "customer-centred organisation.  Additionally, show how these benefits could apply to your organisation and its key customers, patients, etc. (words: 750)

2. Creating an excellent service requires a clear strategy by organisations.

Explain how organisations can implement a service excellence strategy and draw up an action list that would apply to your organisation, with terse explanations for each item in it.  (words: 750)

3. It is recognised that in order to provide excellent customer service a major and continuous programme of training and development of staff is required.

a) State the importance of training and development in order to create excellent customer care service for both managers and customers of the providing organisation.

b) Explain the objectives of training and development schemes to create excellent customer service, including the methods that would best establish these.

c) For your employing organisation, draw up a statement of objectives for a training and development programme to create excellent customer care Next, provide an action plan to implement it, with clear explanations for each stage in it. (word: 3000)

Attachment:- Assignment.rar