1. PowerPoint presentation
Unit 304 Organise and deliver customer service
Session 1: Welcome

2. Session 1: How to organise and involve others in customer service
The aim of this session is to raise awareness of how to plan and organise effective customer service (Unit 304 LO1 AC 1.1, 1.2)
By the end of the session you will be able to explain:
how different methods of promoting products and services impact on customer service delivery
who should be involved in the organisation of customer service.
Tutor to display and discuss these outcomes

3. Product and service promotion – Activity 1
What is the most likely outcome of a newspaper article advertising a 50% reduction in prices? Please work in groups or individually to come up with at least three outcomes this type of advertising activity will have on a business.

4. Other methods of promotionTV
Website
Social media
Bill boards
Flyers
Local and national journals
Brochures such as local free papers and magazines
Word of mouth
Tutor to get the learners to identify which of these their own organisation uses and who is the person responsible for arranging promotions.

5. The organisation of customer service – Activity 2
In groups, discuss who in your own organisation arranges promotions and advertisements of products or services?

6. Planning and organising effective customer service
Good planning of promotions and marketing campaigns involve:
preparation
inclusion
agreement
meetings.

7. Meeting contribution
Prepare in advance by reading any relevant material and jotting down possible questions you may have.
Be courteous and sympathetic to others’ views, even if you do not agree.
Allow others the chance to talk and to finish speaking.
Be aware your tone and body language so that you do not appear negative.
Question points you do not understand.
Take notes of important points.
Make sure you carry out any task you promise to do afterwards.

8. End of session 1