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Direct Hit

Unit 4 - Marketing

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Chart Increasing

Unit 1 - Introduction To Business Management

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Briefcase

Unit 2 - Human Resource Management

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Money Bag

Unit 3 - Finance & accounts

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Factory

Unit 5 - Operations management

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Bar-Chart

Unit 6 - Assessment

<ul>
	<li>🌟 People = Heart of any service business.</li>
	<li>🤝 Services? Produced &amp; consumed at the same time. Plus, can be tailored to suit the consumer.</li>
</ul>

<ul>
	<li>🌟 First impressions matter! Most of us buy from folks we like.</li>
	<li>🏆 Businesses need to keep staff&#39;s attitude, skills, and appearance in top shape.
	<ul>
		<li>🍽️ Example: Restaurant waitstaff should
		<ul>
			<li>Dress to impress.</li>
			<li>Always be polite.</li>
			<li>Keep smiling! 😊</li>
		</ul>
		</li>
	</ul>
	</li>
</ul>

<ul>
	<li>🌟 Helps measure customer service effectiveness.</li>
	<li>📝 Methods
	<ul>
		<li>Questionnaires in banks - &quot;Did you wait too long?&quot;</li>
		<li>Ask cinema-goers about their booking experience.</li>
	</ul>
	</li>
</ul>

<ul>
	<li>🏟️ Example: FIFA World Cup isn&#39;t just about football.
	<ul>
		<li>From engineers to security guards, all ensure top-notch service for fans.</li>
	</ul>
	</li>
	<li>Key Insight: People form a bridge between businesses &amp; customers.
	<ul>
		<li>They deliver services &amp; collect payments. 💵</li>
		<li>🍝 Example: At a restaurant, the waiter/waitress is your main point of contact. They serve you, and you pay them.</li>
	</ul>
	</li>
</ul>

<ul>
	<li>🌟 Ensuring staff can offer stellar customer service.</li>
	<li>Why? It fosters long-lasting relationships between employees &amp; customers.
	<ul>
		<li>Example: You might visit a cafe more if you love the barista!</li>
	</ul>
	</li>
</ul>

<ul>
	<li>Every organization = A mix of various cultures.
	<ul>
		<li>Some cultures might overshadow others.</li>
	</ul>
	</li>
	<li>🤔 Problem: Differences can lead to &quot;cultural gaps&quot; within the organization.
	<ul>
		<li>Employees might have different beliefs &amp; opinions.</li>
	</ul>
	</li>
</ul>

<ul>
	<li>🌟 Close the cultural gap &amp; promote unity.</li>
	<li>🎯 Result: Better teamwork &amp; motivated workforce.
	<ul>
		<li>Happy employees = Happy customers! 🎉</li>
	</ul>
	</li>
</ul>

🌟 Understanding the cultural aspects of customers is crucial.

<ul>
	<li>Allows businesses to fully cater to customer needs.</li>
</ul>

Example: Selling winter clothes in the tropics? Probably not a good idea! 
&nbsp;

🚀 In a Nutshell: In any service business, people aren&#39;t just a part; they&#39;re the heart! They connect businesses to customers, represent brands, and play a major role in ensuring customer satisfaction.

&nbsp;

Happy Studying! 📚

Unit 4 - Marketing

Unlocking Stellar Service: Why People Make Or Break Your Business

Table of content

Introduction to people in business

Why are people so important?

Feedback is GOLD!

The role of people in service delivery

Unlock the Full Content!

Unit 4 - Marketing

Unlocking Stellar Service: Why People Make Or Break Your Business

Table of content

Introduction to people in business

Why are people so important?

Feedback is GOLD!

The role of people in service delivery

Unlock the Full Content!