Marketing and Service Quality

Marketing & Service Quality Course

Marketing & Service Quality is a stand-alone course designed to increase participants’ appreciation of the role of marketing in the organization’s growth.

Objectives:

  • Clarify role of account officers in the sales cycle and marketing function
  • Equip participants with skills to address sales activities including prospecting, benefits selling, overcoming objections, closing a sale and interfacing with clients
  • Develop customer service skills including relationship marketing, measuring customer satisfaction, and measuring the cost of losing clients to the bank
Note: Save presentations to your computer and open in powerpoint to view speaker’s notes.
Module Content:
Methodology
A. Course Description
Microsoft Office Word 2003 or higher version Course Description: Marketing & Service Quality
session guide
Microsoft Office Word 2003 or higher version Marketing & Service Quality Training Framework
session guide
B. Module Learning Sessions
Click the link to access documents. Module 1. Overview of Marketing
Lecture
Discussion
Exercises
Click the link to access documents. Module 2. Relationship Marketing and Service Quality
C. Reference Material
Adobe Reader 7 or higher version
Service Science, Innovation and BPO
IBM Philippines, Inc. presentation that provides examples and case studies of companies that focus their innovation efforts on the customer experience.
presentation

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