Business

Ladies and gentlemen, good morning (greet the audience with enthusiasm and a smile)  I will be presenting on the needs of Compu Fix business and how I can contribute

Now (pause a bit) Compu fix provides computer and network repair service. In todays competitive environment it is just not enough to provide a good service... (Now in a louder tone) the aim is to provide customer satisfaction.

Now what are the implications of customer satisfaction Huh
Good quality service is now a precondition in the service business
Professional and courteous behavior of employees
Consistency in service
A low Response time
Conducting routine follow ups to enquire about service

The Aim
(an assistant should be directed to begin the power point presentation) The aim (gesture towards the audience) ladies and gentleman is to build TRUST. But what does trust really mean (pause here) It means do customers think of Compu Fix as reliable Dependable Do they perceive Compu Fix as consistent in providing good quality of service Do customers trust us with their problem

If customers have this trust (gesture with hands to emphasize the word trust) in our service they will become loyal customers that means repeat purchases it also means they will recommend us to others. So trust is crucial.

Secondly the aim is to do more than expected. (Now in a louder tone) To surprise the customer. If we can do this we can ensure customer satisfaction.

Now the question is (briefly pause here) how do we build this trust and at the same time try to do more than expected this is where I as an associate marketing manager can deliver.

The program

Second slide Market Research
(Keeping eye contact) Ladies and Gentlemen I now present my program to help meet the aims and challenges in providing customer satisfaction. (an assistant should now distribute handouts) (now moving on stage and taking a more relax posture) I also now invite you to raise your questions in between the presentation.

Research, Ladies and gentlemen, will be the first step. We will engage selected clients in focus group discussions. These discussions will enable us to understand customer needs, their expectations and their purchase decisions. The aim is get insight about customer behavior and beliefs. To understand what quality means is to the customer.

For this purpose surveys will be conducted routinely to assess performance of individual jobs. Now clients
often hesitate to give negative comments in front of employees. For this reason we will set up web based online surveys which will give greater privacy to the client. (Answer any questions raised by the audience take this opportunity to describe this part of the program in more detail)

Third Slide Employee Morale
The second part of my program focuses on employee morale. The most significant challenge is keeping employees motivated. At the end of the day it is the people who are delivering the service. Their motivation and their understanding can make the difference.

Building teams is an excellent way of motivating employees. Employees will work in empowered teams that will have great authority and responsibility. Compensation will be team based and linked to performance. This will also set in peer pressure towards performance.

In addition it is critical to increase employees awareness about quality aspects of service. Employee will be reminded quality is not how we define it but hot the customer defines it. Employees will have greater feedback on their job performance

Fourth slide Referral Programs
Ladies and gentlemen the aim is to provide such a good service that customers themselves recommend us to other businesses. (Pause briefly here) However, at the same time we will partner up with our clients to share with us THEIR INFORMATION about their suppliers, customers etc. We will then attempt at direct mail marketing with specific recommendations of our customers. This means that A will be shown the testimonial of As Supplier or A customers. This will give greater credibility to our direct marketing efforts.
At the same time we will link discounts to successful referrals. That is we will give our existing customers temporary discounts if their referrals materialize. (Answer any questions raised by audience)

Conclusion
In conclusion ladies and gentlemen we need to be ahead of the market. We need to continuously invest in market research (pause here) to understand the needs of our clients. We need to invest time in surveys... to get feedback on our performance. We need to motivate Compu Fix employees to meet higher performance standards. We need to grow the Compu fix business through a practical and effective referral program.
Ladies and gentlemen if you have any further queries regarding my proposed program please feel free to contact me. Thank you for attending... (Smile and wave)