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Retailing is the transaction of goods between the seller and the end user as a single unit or in small quantities to satisfy the needs of the individual and for his/her direct consumption.

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A good way to understand the 4Ps is by the questions that you need to ask to define your marketing mix. Here are some questions that will help you understand and define each of the four elements:

Product/Service

What does the customer want from the product /service? What needs does it satisfy?

What features does it have to meet these needs? Are there any features you've missed out? Are you including costly features that the customer won't actually use?

How and where will the customer use it?

What does it look like? How will customers experience it?

What size(s), color(s), and so on, should it be?

What is it to be called?

How is it branded?

How is it different from products by your competitors?

What is the most it can cost to provide and still be sold sufficiently profitably? (See also Price, below.)

Place

Where do buyers look for your product or service?

If they look in a store, what kind? A specialist boutique or in a supermarket, or both? Online? Or direct, via a catalog?

How can you access the right distribution channels?

Do you need to use a sales force? Or attend trade fairs? Or make online submissions? Or send samples to catalog companies?

What do your competitors do, and how can you learn from that and/or differentiate?

Price

What is the value of the product or service to the buyer?

Are there established price points for products or services in this area?

Is the customer price sensitive? Will a small decrease in price gain you extra market share? Or will a small increase be indiscernible, and so gain you extra profit margin?

What discounts should be offered to trade customers, or to other specific segments of your market?

How will your price compare with your competitors?

Promotion

Where and when can you get your marketing messages across to your target market?

Will you reach your audience by advertising online, in the press, on TV, on radio, or on billboards? By using direct marketing mailshots? Through PR? On the internet?

When is the best time to promote? Is there seasonality in the market? Are there any wider environmental issues that suggest or dictate the timing of your market launch or subsequent promotions?

How do your competitors do their promotions? And how does that influence your choice of promotional activity?

Alternative Marketing Models

The 4Ps of marketing is just one of many lists that have been developed over the years. And, whilst the questions we have listed above are key, they are just a subset of the detailed probing that may be required to optimize your marketing mix.

Amongst the other models that have been developed over the years is Boom and Bitner's 7Ps, sometimes called the extended marketing mix, which include the first 4Ps, plus people, processes and physical layout decisions.

Another approach is Lauterborn's 4Cs, which presents the elements of the marketing mix from the buyer's, rather than the seller's, perspective. It is made up of:

Customer needs and wants (the equivalent of product).

Cost (price).

Convenience (place).

Communication (promotion).

In this article, we focus on the 4Ps model as it is the most well-recognized, and contains the core elements of a good marketing mix.

Using the 4Ps of Marketing

The model can be used to help you to decide how to take a new offer to market. It can also be used to test your existing marketing strategy . Whether you are considering a new or existing offer, follow the steps below to help you to define and improve your marketing mix.

1. Start by identifying the product or service that you want to analyze.

2. Now go through and answer the 4Ps questions - as defined in detail above.

3. Try asking "why" and "what if" questions too, to challenge your offer. For example, ask why your target audience needs a particular feature. What if you drop your price by 5 percent? What if you offer more colors? Why sell through wholesalers rather than direct channels? What if you improve PR rather than rely on online advertising?

4. Once you have a well-defined marketing mix, try "testing" the overall offer from the customer's perspective, by asking customer focused questions:Does it meet their needs? (Product.) Will they find it where they shop? (Place.) Will they think that it's priced favorably? (Price.) Will the marketing communications reach them? (Promotion.)

5. Keep on asking questions and making changes to your mix until you are satisfied that you have optimized your marketing mix, given the information and facts and figures you have available.

6. Review your marketing mix regularly, as some elements will need to change as the product or service and its market grow, mature and adapt in an ever-changing competitive environment.

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The Marketing Mix and the 4Ps of Marketing - Understanding How to Position Your Market Offering

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Learn how to use the marketing mix (often called the 4Ps of Marketing) to get the right combination of place, price, product, and promotion in your business.

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Want to learn what your P & L means? | ANZ Biz Hub

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Find out what a profit and loss statement tells you about your business and how you can use that information to help your business succeed.

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New Product Development Body of Knowledge

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NPD body of knowldge with links to all BOK topics arranged by Strategy and Planning, Organization, Process, Methods and Practices, Technology Tools.

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No doubt you've been on the receiving end of lousy customer service a time or two. You've come to a company with questions only to be told by some sterile voice to press this or click that until you arrive full circle to your starting place with no help at all. Or, worse, you've reached some bored CSR ( Customer Service Representative) who calls you by name but delivers only the infamous phrase, "I am sorry, but there is nothing I can do."

Now you are on the other side of the equation. You own a business or you manage a department and you want your customers to be happy, to come back for more products or services, and to tell others wonderful things about your company. What do you do?

In this edition of HowStuffWorks you'll learn some of the steps to take to create a responsive, caring organization. As you read about how customer service works, you'll transform what you learn into your own, unique style. You will merge these ideas with the mission you have for your organization. It is vital that your front-line people understand and share this vision. You must give them the tools to put that vision to work. We'll tell you how.

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­No doubt you've been on the receiving end of lousy customer service a time or two. You've come to a company with questions only to be told by some sterile voice to press this or click that until you arrive full circle to your starting place with no help at all.

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CSR Europe | The European Business Network for Corporate Social Responsibility

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Negotiation is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute.

In any disagreement, individuals understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they represent). However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome.

Specific forms of negotiation are used in many situations: international affairs, the legal system, government, industrial disputes or domestic relationships as examples. However, general negotiation skills can be learned and applied in a wide range of activities. Negotiation skills can be of great benefit in resolving any differences that arise between you and others.

Stages of Negotiation
In order to achieve a desirable outcome, it may be useful to follow a structured approach to negotiation. For example, in a work situation a meeting may need to be arranged in which all parties involved can come together. The process of negotiation includes the following stages:
1. Preparation
Before any negotiation takes place, a decision needs to be taken as to when and where a meeting will take place to discuss the problem and who will attend. Setting a limited time-scale can also be helpful to prevent the disagreement continuing.
This stage involves ensuring all the pertinent facts of the situation are known in order to clarify your own position. In the work example above, this would include knowing the 'rules' of your organisation, to whom help is given, when help is not felt appropriate and the grounds for such refusals. Your organisation may well have policies to which you can refer in preparation for the negotiation.

Undertaking preparation before discussing the disagreement will help to avoid further conflict and unnecessarily wasting time during the meeting.

2. Discussion
During this stage, individuals or members of each side put forward the case as they see it, i.e. their understanding of the situation.
Key skills during this stage include questioning, listening and clarifying.

Sometimes it is helpful to take notes during the discussion stage to record all points put forward in case there is need for further clarification. It is extremely important to listen, as when disagreement takes place it is easy to make the mistake of saying too much and listening too little. Each side should have an equal opportunity to present their case.

3. Clarifying Goals
From the discussion, the goals, interests and viewpoints of both sides of the disagreement need to be clarified.
It is helpful to list these factors in order of priority. Through this clarification it is often possible to identify or establish some common ground. Clarification is an essential part of the negotiation process, without it misunderstandings are likely to occur which may cause problems and barriers to reaching a beneficial outcome.

4. Negotiate Towards a Win-Win Outcome
This stage focuses on what is termed a 'win-win' outcome where both sides feel they have gained something positive through the process of negotiation and both sides feel their point of view has been taken into consideration.
A win-win outcome is usually the best result. Although this may not always be possible, through negotiation, it should be the ultimate goal.

Suggestions of alternative strategies and compromises need to be considered at this point. Compromises are often positive alternatives which can often achieve greater benefit for all concerned compared to holding to the original positions.

5. Agreement
Agreement can be achieved once understanding of both sides' viewpoints and interests have been considered.
It is essential to for everybody involved to keep an open mind in order to achieve an acceptable solution. Any agreement needs to be made perfectly clear so that both sides know what has been decided.

6. Implementing a Course of Action
From the agreement, a course of action has to be implemented to carry through the decision.
See our pages: Strategic Thinking and Action Planning for more information.

Failure to Agree
If the process of negotiation breaks down and agreement cannot be reached, then re-scheduling a further meeting is called for. This avoids all parties becoming embroiled in heated discussion or argument, which not only wastes time but can also damage future relationships.
At the subsequent meeting, the stages of negotiation should be repeated. Any new ideas or interests should be taken into account and the situation looked at afresh. At this stage it may also be helpful to look at other alternative solutions and/or bring in another person to mediate.

See our page on Mediation Skills for more information.

Informal Negotiation

There are times when there is a need to negotiate more informally. At such times, when a difference of opinion arises, it might not be possible or appropriate to go through the stages set out above in a formal manner.

Nevertheless, remembering the key points in the stages of formal negotiation may be very helpful in a variety of informal situations.

In any negotiation, the following three elements are important and likely to affect the ultimate outcome of the negotiation:

Attitudes

All negotiation is strongly influenced by underlying attitudes to the process itself, for example attitudes to the issues and personalities involved in the particular case or attitudes linked to personal needs for recognition.

Always be aware that:

Negotiation is not an arena for the realisation of individual achievements.

There can be resentment of the need to negotiate by those in authority.

Certain features of negotiation may influence a person's behaviour, for example some people may become defensive.

Knowledge
The more knowledge you possess of the issues in question, the greater your participation in the process of negotiation. In other words, good preparation is essential.
Do your homework and gather as much information about the issues as you can.

Furthermore, the way issues are negotiated must be understood as negotiating will require different methods in different situations.

Interpersonal Skills
Good interpersonal skills are essential for effective negotiations, both in formal situations and in less formal or one-to-one negotiations.
These skills include:

Further Reading from Skills You Need
Conflict Resolution and Mediation
Learn more about how to effectively resolve conflict and mediate personal relationships at home, at work and socially.

Our eBooks are ideal for anyone who wants to learn about or develop their interpersonal skills and are full of easy-to-follow, practical information.

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Negotiation is a method by which people settle differences - explore the stages of negotiation and learn how to improve your negotiating skills.

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Supply Chain - Explained

Supply chains consist of all the steps involved in getting a product from a raw material into the hands of the customer. Typically, the supply chain begins with the vendors or suppliers. These are the businesses that provide raw materials. Next in the supply chain is manufacturing. This is the process of converting the raw materials into products that are ready to sell. The final step is distribution which can involve multiple different intermediaries. Some of these middle-men could be wholesalers, retailers, distributors, and even the internet.

Often, different stages within the supply chain are referred to as upstream or downstream. Upstream operations are those in which the materials flow into the organization. Downstream operations are those in which materials (mostly in the form of finished products) flow away from the organization to the customers. Similarly, the term logistics is used when talking about a business's supply chain. Inbound logistics are related to the upstream activities and include all of the movement of the product before manufacturing. They involve receiving materials, storing them, and the manufacturing processes required to produce the product. Of course, outbound logistics are related to the downstream operations involving just about all of the movement of the product once it is a finished good.

While we're on the subject of words often associated with supply chain, what about procurement and sourcing? These two terms are usually used interchangeably with supply chain when in fact, they each refer to a slightly different responsibility involved in a supply chains. You can think of sourcing as part of the procurement process, while together they are part of a supply chain. The goal of sourcing is to locate evaluate various suppliers for products. Research and negotiation are a normal part of this process because the profitability of a business can rely heavily on the cost of materials. Procurement involves finding products (sourcing), but also developing quality standards for the materials. It also involves purchasing the correct quantities in a timely order to maintain the proper flow of materials.

So why is a supply chain important? Businesses must have a supply chain strategy that corresponds with their business strategy. Depending on how a business decides to compete with the market, their supply chain is what will ultimately support that decision. The supply chain is made up of different processes that work to create a product, these processes lay the groundwork for where a company decides to add value. The value chain is what gives a business a competitive advantage over others. The more value that is created, the more a customer will want a product, and therefore, the more profit a company will make.

There are many opportunities within the supply chain to add value for the customer. Michael E. Porter, author of Competitive Advantage, identifies different ways in which businesses are able to gain a competitive advantage. The different strategies rely on adding customer value within different steps of the value chain. He defines the activities of the value chain to include, inbound logistics, operations, outbound logistics, marketing and sales, and service. We already know that inbound logistics and outbound logistics are part of what we defined as the supply chain. Operations are more or less another term for manufacturing as they are all the activities involved in turning raw materials into a product.

The idea is that a competitive advantage is created when value is added more effectively than the competition to any of these steps. The customer value added exceed the cost of these activities which will then create a profit for the company. For example, Walmart and Ikea are companies who implement low cost strategies, focusing on supplying their customers with the lowest possible prices in the market. By positioning themselves this way they may have to focus on finding suppliers with materials at a lower cost than their competition. They may have to make decisions regarding outsourcing or making operations more efficient.

All of these important decisions define the position a company takes to become profitable. These decisions are changes that need to be made to the activities involved in a company's supply chain. The supply chain is the framework for the value chain, which is the essential reason a customer will choose your product over the competitions'.

At MTEC, our team specializes in analyzing current supply chains to identify efficiency and develop recommendations on how to improve and optimize processes. We establish partnerships with your company and external resources while ensuring intellectual property protection to help your business reduce costs, add value, and work to achieve high standards. If you are interested at taking a closer look at your supply chain, or just have questions regarding it or our services, call us at 845-391-8214 or contact us here.

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Supply Chain - Explained with Diagrams | MTEC

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Supply Chain - Explained Supply chains consist of all the steps involved in getting a product from a raw material into the hands of the customer. Typically, the supply chain begins with the vendors or suppliers. These are the businesses that provide raw materials. Next in the supply chain is manufacturing.

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Packaging Design Case Study | Product Package Designing - Litmus

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Hand Litmus the drabbest of products and we will turn it into a stylish brand with great packaging designs that will leave a never-to-be-forgotten impression on the buyer's mind.

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Serving the 21st Century Design Engineer

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We are the independent professional membership body for customer service, working across all sectors to drive business performance through service excellence.

The roi of excellent customer service

Join us on 12 March for our Annual Conference 2024, our flagship event and the UK's leading forum for customer experience thought leadership. This unique event brings together thought leaders, experts and policymakers from various fields to exchange ideas and explore innovative solutions - book your place today!

🎫 Book your tickets

The UK Customer Satisfaction Index (UKCSI) is the national barometer of customer satisfaction. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on 270 organisations and organisation types across 13 sectors.

The latest report highlights the capabilities organisations need to develop for sustainable, long-term performance as well as addressing immediate challenges of operational performance and resourcing.

📈 Download the latest report

Our latest Breakthrough Research on Governance and Role of the Customer explores how organisations balance the interests of their stakeholders and embed a customer dimension in their corporate governance.

📥Download latest report

Our UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies. Entries for 2024 are now open - don't miss out on the opportunity to showcase your exceptional service and commitment to customer satisfaction!

📝 Submit your entries

Having a strong service strategy is essential for any business aiming to build long-lasting relationships with its customers. Find out how embedding a service culture across your organisation can help improve your business performance.

See latest findings

New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - have come into force. The new legislation means tougher sentencing for people who commit assaults against a person providing a public service.

Access campaign resources

London Live - July 2023 UKCSI

Our CEO, Jo Causon, on London Live

Our latest UKCSI shows the sharpest year-on-year fall in customer satisfaction since records began in 2008.

Watch our CEO, Jo Causon, discuss the correlation between employee engagement, customer satisfaction and business performance at London Live's programme.

Download the latest UKCSI

Insight & Thought Leadership

Our Members

We have around 400 organisational members - big and small - spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.

View all members Become a member

Latest ServiceMark Achievers

Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence - and have aligned their workforce with their service strategy.

Success Stories

Lucie Child, Strategy Lead - Customer Care at The Very Group, discusses the return on investment from The Institute's Management Qualifications.

Sarah Hopgood, Operations Support Manager - Protections at Covéa Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation have had.

Sarah-Jane McCausland, Customer Communications & Engagement Lead at Covéa Insurance discusses what it means to be a long-standing member of The Institute, the networking opportunities, and the impact of ServiceMark accreditation.

Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he - along with all new recruits - love the FirstImpressions training.

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Inspiring a Service Nation, Powering the Future We are the independent professional membership body for customer service, working across all sectors to drive bu

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A big part of managing your finances is having visibility of what's going on in your business, whether you're a sole trader, or in a partnership or company. The key tools and reports to manage your finances are:

1. Cash flow

Your cash flow is the money coming in and going out of your business - and how much of the money sitting in your bank account is yours to spend. A healthy cash flow is having enough money to pay what you owe when it's due.

A budget is an estimate of your income and spending over a period. It helps you think ahead and plan your spending to get to where you want to go.

3. Profit and loss statement

Your profit and loss statement is an accounting report that shows your income and expenses - and whether you made a profit or loss - over the financial year. It may also be known as the income statement.

4. Balance sheet

The balance sheet is an accounting report that shows what you own and what you owe at the time of the report. It's known as the 'snapshot' of your business's financial position.

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A big part of managing your finances is having visibility of what's going on in your business, whether you're a sole trader, or in a partnership or company. The key tools and reports to manage your finances are: Your cash flow is the money coming in and going out of your business - and how much of the money sitting in your bank account is yours to spend.

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GCSE Business Studies is designed for students finishing secondary school to learn skills for running a business, such as managing money, advertising and employing staff.

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What is Corporate Social Responsibility (CSR)?

Corporate Social Responsibility (CSR) is defined as the voluntary activities undertaken by a company to operate in an economic, social and environmentally sustainable manner.

The Government of Canada understands that responsible corporate behaviour by Canadian companies operating internationally not only enhances their chances for business success but can also contribute to broad-based economic benefits for the countries in which they are active and for Canada. Investing and operating responsibly also plays an important role in promoting Canadian values internationally and contributes to the sustainable development of communities. The Government of Canada is therefore committed to promoting responsible business practices; and expects and encourages Canadian companies working internationally to respect all applicable laws and international standards, to operate transparently and in consultation with host governments and local communities, and to conduct their activities in a socially and environmentally responsible manner.

Why is CSR Important to Business?

When companies operate in an economically, socially and environmentally responsible manner, and they do so transparently, it helps them succeed, in particular through encouraging shared value and social license. Management and mitigation of social and environmental risk factors are increasingly important for business success abroad, as the costs to companies of losing that social license, both in terms of share price and the bottom line, may be significant. As Canadian firms take advantage of global opportunities, there is an increasing understanding that incorporation of responsible business practices into investments and operations abroad not only benefits local economies and communities, but makes good business sense.

How Does the Government of Canada Support CSR?

The Government of Canada has in place a variety of initiatives which demonstrate Canada's longstanding commitment to promoting responsible business practice. Through its actions, the Government facilitates the commercial success of Canadian companies active abroad while enhancing the contribution of their activities to the broad economic growth of Canada and its trading partners, including those with developing and emergent economies. We work with the Canadian business community, civil society organizations, foreign governments and communities, as well as other stakeholders to foster and promote responsible business practices, and thus support sustainable economic growth and shared value.

Canada's Approach to Supporting CSR Abroad

The Government provides CSR-related guidance to the Canadian business community, including through Canadian embassies and missions abroad. Recognizing, however, that company actions alone do not guarantee commercial success or sustainable local benefits, the Government of Canada works with a range of interlocutors to promote CSR. Canada's network of diplomatic missions abroad actively promotes awareness and understanding of the importance of responsible business practice and creates opportunities for relationship building through conferences, workshops and other activities involving companies, representatives of host governments, and civil society. In addition, Canada provides funding to numerous CSR projects and initiatives in countries around the world.

Canada also promotes CSR at multilateral and bilateral levels. Multilaterally, Canada promotes international CSR standards in a number of fora including the OECD, the Group of Seven, the Asia Pacific Economic Co-operation and the Organization of American States. Participation in multilateral fora provides Canada not only an opportunity to share knowledge, but also to work together to promote and strengthen international CSR guidelines to the benefit of all stakeholders. Canada's efforts to promote CSR are further advanced at the bilateral level. For example, the inclusion of voluntary provisions for CSR in its recent Foreign Investment Promotion and Protection Agreements (FIPAs) and Free Trade Agreements (FTAs), including those with Peru, Colombia, Panama and Honduras. Read more on Canada's trade Negotiations and Agreements.

Voluntary Dispute Resolution Mechanisms

Many of the Government's CSR efforts are aimed at encouraging positive relations between companies and their stakeholders. However, when necessary, Canada has two mechanisms to assist with company - community dialogue facilitation and conflict resolution: the review processes of Canada's National Contact Point for the OECD Guidelines for Multinational Enterprises (NCP) and of the Office of the Extractive Sector CSR Counsellor. Canada is the only country to effectively tie, and apply, access to government of Canada trade advocacy support in foreign markets contingent on a company's corporate social responsibility practices and engaging in good faith with the Government's two dispute resolution mechanisms.

Anti-Corruption and Anti-Bribery Efforts

Canada's legislation to implement the OECD Convention on Combating Bribery of Foreign Public Officials in International Business Transactions, the Corruption of Foreign Public Officials Act (CFPOA), came into force on February 14, 1999. The Act makes it a criminal offence to bribe a foreign public official in the course of business. Under this law, individuals as well as corporations can be prosecuted for offenses committed inside and outside of Canada. The CFPOA reinforces Canada's leadership role in fighting corruption and promoting good business practices at an international level and confirms the Government's commitment to the OECD Anti-Bribery Convention.

Supporting CSR in Specific Areas

CSR in Canada's International Extractive Sector

The extractive sector, which includes mining, oil and natural gas, has significantly contributed to Canada's economic growth and prosperity, including through the strength of its international presence. To enhance the ability of Canadian international extractive sector companies to manage social and environmental risks, and to operate in a way that brings lasting benefits to local communities and host countries affected by their projects, Canada created a framework to guide CSR efforts of the extractive sector known as the CSR Strategy. Launched in 2009, and updated in 2014, the CSR Strategy is part of Canada's efforts to help foster and promote sustainable economic development and responsible business practices in countries where Canadian extractive sector companies operate abroad. For further information on the CSR Strategy, please see: Doing Business the Canadian Way: A Strategy to Advance CSR in Canada's Extractive Sector Abroad.

Transparency

Canada is advancing responsible business conduct through its efforts to improve transparency and accountability in the extractive sector. The Extractive Sector Transparency Measures Act (the Act) was brought into force on June 1, 2015. The Act delivers on Canada's international commitments to contribute to global efforts to increase transparency and deter corruption in the extractive sector by requiring extractive entities active in Canada to publicly disclose, on an annual basis, specific payments made to all governments in Canada and abroad. Further information can be found on the Natural Resources Canada web page of the Act.

Canada also joined the Extractive Industries Transparency Initiative (EITI) in February 2007, as a supporting country and donor. The EITI supports improved transparency in resource-rich developing countries through the full publication and verification of company payments and government receipts from oil, gas and mining operations.

Conflict-Sensitive Business Practices

An area in which Canada is taking an increasingly active role is the promotion of conflict-sensitive business practices in conflict-affected states. Investment by Canadian businesses in fragile and conflict-affected states can contribute to the sustainable development of communities and be an important component of a country's post-conflict recovery, producing meaningful employment, generating government revenue, and being a catalyst for rebuilding commercial infrastructure. By promoting conflict-sensitive business practices, the Government of Canada can help Canadian companies seize business opportunities in challenging environments, while bringing tangible stability and peace-building benefits.

Conflict Minerals

The Government of Canada, companies, and civil society have been at the forefront of efforts to create a global consensus on responsible mining and sourcing practices to address the phenomenon of "conflict minerals" in the gold, tin, and tantalum and tungsten sectors. The Government of Canada played a leading role in the negotiation of the OECD Due Diligence Guidance for Responsible Supply Chains of Minerals from Conflict-Affected and High-Risk Areas, and continues to be actively engaged in its promotion and implementation. Canada has also provided strategic funding of key projects towards peace and prosperity in the Great Lakes Region, and was a founding member of the Kimberley Process, which came into effect in 2003, to stem the trade in conflict diamonds.

Due Diligence in the Retail Garment Industry

Canada is also supporting due diligence and responsible business practices within the ready-made garment industry, and sustainable sourcing of ready-made garments from international suppliers and manufacturers. Governments, businesses, non-profits and other organizations are increasingly integrating social and environmental objectives into the purchasing process which can be a means for leveraging social benefits and fostering sustainable economies. An example of Canada's efforts in this area is $8 million in support over four years for a joint initiative with the International Labour Organization for improving working conditions in the ready-made garment sector in Bangladesh, to help ensure that Bangladesh's garment factories are properly assessed for safe working conditions, and remedial action is undertaken. Further information on Purchasing for Sustainability can be found on Industry Canada's website.

Government of Canada CSR Engagement Abroad

For The Government of Canada works with a range of interlocutors to promote CSR, and provides funding to numerous CSR projects and initiatives in countries around the world. Canada's network of diplomatic missions abroad actively promotes awareness and understanding of the importance of responsible business practices and creates opportunities for relationship building through conferences, workshops and other activities involving companies, representatives of host governments, and civil society. Some examples include:

Resources and Tools

Below are a series of snapshots developed for companies that respond to specific situations and challenges related to CSR.

If printed, these Snapshots are better viewed in legal format.

Resources and Tools from Other Departments

Innovation, Science and Economic Development Canada: Corporate Social Responsibility: An Implementation Guide for Canadian Business

Natural Resources Canada: Corporate Social Responsibility (CSR) Checklist for Canadian Mining Companies Working Abroad

Natural Resources Canada: Catalogue of Corporate Social Responsibility (CSR) Practices (CSR e-Catalogue)

* If you require a plug-in or a third-party software to view this file, please visit the alternative formats section of our help page .

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Corporate Social Responsibility (CSR) is defined as the voluntary activities undertaken by a company to operate in an economic, social and environmentally sustainable manner. The Government of Canada understands that responsible corporate behaviour by Canadian companies operating internationally not only enhances their chances for business success but can also contribute to broad-based economic benefits for the countries in which they are active and for Canada.

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Learn to communicate effectively and improve your interpersonal communication skills with these 75 communication skills training articles.

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What is customer support? definition and meaning

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Definition of customer support: Range of services provided to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, ...

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Characteristics of Good Customer Service

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Customer service is meeting the needs and desires of any customer. Some characteristics of good customer service include:

Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided.

Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir,' and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not.

Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for.

Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.

Types of Customer Service

There are different types of customer service that are provided by businesses. The type of service that customers encounter will depend on the product or service that a business provides, what the customers' needs are, and whether the service is problem-oriented or focused toward enhancing the consumer's experience.

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types & role in marketing - video & lesson transcript | study.com

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What Is Customer Service? - Definition, Types & Role in Marketing - Video & Lesson Transcript | Study.com

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Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Customer service is meeting the needs and desires of any customer.

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customer service; good customer service; keys to customer service; what is good customer service; customer service tips; principles of customer service

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Principles of good customer service | Business Queensland

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Learn the key principles of good customer service and find out how to build customer relationships.