Consumer Relations Department Cadbury PO Box 12, Bournville Birmingham B30 2LU.

Slides:

Advertisements

Similar presentations

Topic 6 - The Investors in People award

Advertisements

How can monitoring & evaluating improve customer service for the staff, the zoo and the customer M3 & D2.

Functional Areas This is also known as the different departments within the business.

Marketing research and Marketing Planning at Tesco.

Using Budgets AS Business Studies. Aims & Objectives Aim: Understand variance analysis Objectives: Define variance analysis Explain the causes of variance.

...you will:...you will be able to: Completed? ( /  ) 1. Understand how positive attitudes and behaviours at work benefit themselves and their organisation.

Developing Effective Operations: Customer Service AQA BUSS2 Business Studies.

Higher Physical Education

Personal Development Plan & Targets Anjum Sattar.

A2 Business Studies Unit 3. Aim: Understand the use of correlation and ICT in marketing. Objectives: Define correlation. Explain correlation relationships.

Dealing with Complaints. What Skills are Needed? Friendliness Helpfulness Effective use of body language Good product knowledge Listening skills Courtesy.

The Management Process Today

Copyright 2007 – Biz/ed Customer Service Skills BTEC Travel and Tourism.

What is customer service? Good customer service happens when a firm is able to consistently meet their customers' wants, expectations and needs. Excellent.

Performance Management

Customer Service and Organisational Procedures

2.1 and 2.1 Management Structures. Introduction A management structure is a term used to describe the ways in which parts of an organisation are formally.

 Define the term stakeholders  List a number of stakeholders  Explain how they will be affected by growth.

In a nutshell, the ticket office manager is responsible for all aspects of ticket sales for the theatre. From the sales of daily tickets to scheduling.

CS507 Information Systems. Lesson # 12 CBIS from Functional View Point.

Training in the workplace Training in the workplace John Mc Donald Learning outcomes – Monday 9 August 2010 At the end of the session learners.

ROLE OF HUMAN RESOURCE MANAGEMENT

New international standard on complaints handling Bill Dee SOCAP International Symposium Melbourne 2004.

Starter task  If you were going to set up your own business when you leave full time education, what would it be?  Stretch & Challenge: What would be.

Quality and Quality Assurance IB Business and Management.

Employee Engagement (5EEG)

Evaluating customer service delivery1 Summary Slide Evaluating Customer Service Delivery What is quality of service Benchmarking Using external quality.

IB Business and Management 5.4 Quality Assurance.

Providing Effective Customer Service Organisational Procedures Codes of Practice Legislative and Regulatory Requirements.

Unit 5 Operations Management Quality Improvement.

Manage People Performance RAF1 Planning and risk management Manage people performance.

Effective Teamwork Team Building

Fundamentals of Governance: Parliament and Government Understanding and Demonstrating Assessment Criteria Facilitator: Tony Cash.

Workplace Training John Mc Donald Training through instruction & demonstration Learning outcomes – February 2011 At the end of the session learners.

Investigating job roles. What are ‘job roles’? Different levels of job roles are shown on an organisation chart. Job roles are set out in a document called.

Lesson 1. Internal customers – colleagues who work with you and need you to do something Staff in other departments Colleagues in own department Other.

Prepared by: Basem Al Mestadi ID#  What is flow Chart  Real work Example  Flow Chart  Conclusion.

Knowledge Management Standard (A hypothetical). Establish the context Establish the context Establish the strategic, organisational context in which the.

Introduction. 1. The people in the company AND 2. A department in a company From the CEO to the janitor.

AS Leisure Studies Unit 2 – A People Business. Starter How can a leisure facility find out how good its customer service is?

Outcome 5 - Customer Service1 The importance of providing effective customer service Customer service is important because:  The customer can go elsewhere.

P1 Assignment 3 Daniel Russell. Why is information stored? Organisations can use Information for a variety of reasons, many of these reasons can both.

Training those in the workplace 100% Funded by Department of Education & Skills Contact: Allison Bracken Mobile: Skills For Work.

UNIT 11 Customer Relations in Business. Learning outcomes On completion of this unit you should: 1 Know how customer service is provided in business 2.

Outcome 1 – Effectiveness in the workplace Outcome 2 – Changing working practices Outcome 3 – Recruiting and supporting staff Outcome 4 – Meetings Outcome.

Business Management - Intermediate 2Business Decision Areas © Copyright free to Business Education Network members 2007/2008B111/078 – BDA 1.

Allocating and assuring work

PowerPoint to accompany:

Customer Service Unit 11 Pass 5.

EFFECTIVE CUSTOMER CARE

Is the customer always right?

Providing Effective Customer Service

Chapter 12 Implementing strategy through organization

Flexible Workforces A2 Business Studies.

M&E in Project Cycle Management

Monitoring and Evaluating Customer Service

“Society is demanding that companies, both public and private, serve a social purpose. To prosper over time, every company must not only deliver financial.

Monitoring &Evaluation in Project Cycle Management

Chapter 12 Implementing strategy through organization

PROCESS MANAGEMENT A business process is a set of tasks or activities required to achieve organisational goals. Business process management aims to improve.

Management Advanced Marketing.

Where do you see yourself…?

Monitor Producer Consumer.

Monitoring and Evaluating Customer Service

Monitoring and Evaluating Customer Service

Management Levels Business Essentials

What’s the QUESTION? Do Now!

BTEC Business Studies Summer Bridging Work.

Presentation transcript:

0121 451 4444

Consumer Relations Department Cadbury PO Box 12, Bournville Birmingham B30 2LU

To achieve M4, learners must build on their knowledge of monitoring and evaluating customer service and explain how it can improve customer service for the customer, the organisation and the employee. Learners would benefit from drawing on examples from their own experience or from case study examples. Task: You are going to email the CEO of Kraft to identify and explain how monitoring and evaluating customer service can improve customer service for the: Customers Organisation Employees

D2 Learners need to build upon their explenations (M4) into full analysis of how monitoring and evaluating customer service and explain how it can improve customer service for the customer, the organisation and the employee.

What does customer service involve? What can Cadbury’s do with this information that will benefit customers?

How will monitoring and evaluating customer service improve customer service for customers? Improve products: Quality Reliability Design Ingredients What they have at Cadbury world Find out what is good and bad because…………….. This is important because …. This will benefit the customers because ….. (for each) Examples …………………….. Applied to Cadbury’s ….... Improve customer service How they are treated by staff around Cadbury’s world How complaints are dealt with