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Marketing Activities Marketing is an important element of customer service provision. All staff are involved in marketing to some extent, whether it is in the actual planning and implementation of promotions or through knowledge of such promotions and the use of effective selling skills. One of the key issues in customer service delivery is the provision of information and advice to customers. This means that staff need to have a sound knowledge of the organisation and the products and services it offers. In order to provide information and advice, staff need to have a sound knowledge of the range of products and services offered by their organisation. They should be able to dispense product information that meets their customer's needs and expectations and ensures total satisfaction. The sort of information that staff may need to be able to supply will vary according to the organisation and its customers. However, typical product knowledge might...

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