SERVICE MARKETING

TRAJITAL AGENCY
INTRODUCTION
For service sector we picked Rumman Akhter Khan, he is
the originator and CEO of the Marketing agency Trajital.
Trajital is a marketing agency that gives one stop solution
for promoting issues, extending from digital advertising and
print media to product packaging and consultancy services.
He shaped his marketing agency in February 2015 during
his last semester and has since developed his business to
a worldwide level with activities over the globe (Dubai,
Australia, USA).

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JOB ENTAIL & WORKING HOURS

The Trajital Marketing agency having 2 shifts for their International market or Pakistani
market, their working hours for Pakistani market is 10.00 a.m. to 7.00 p.m. and for
International market is 5.00 p.m. to 2.00 a.m.

The Trajital Marketing agency is divided into 4 majors department. Each department is
divided into more further divisions.

1. Client’s Service Department

2. Creative Department
3. Digital Department
4. Tech department

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CLIENT SERVICE DEPARTMENT:

There duties incorporate teaming up with the applicable divisions to more readily address client’s needs,
giving customary updates to higher administration, and upselling organization products where conceivable
CREATIVE DEPARTMENT:
There is our Creative Head (HOD) than it is further divided into 2 departments; Design department and
Animation department. Design department includes two types of post (designer and visualizer).
DIGITAL DEPARTMENT:
It is split in 3 divisions; Google Search Engine marketing which includes Search Engine Optimization team,
another division is Social Media marketing; there duties incorporate with the working on social media
platforms like Facebook, Instagram, and Snapchat etc. the other last division is Media Buying team which
work to recognise the market where the crowd of audience and recommend the budget to achieve the
client’s goal.
TECH DEPARTMENT:
It includes the duty of making websites, apps, games, and other technical programs related to target
the audience.

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SERVICE FLOW CHART

NO

YES

NO

YES

SUCCESS 5
TRAINING
A/c to Rumman, he stated that:
‘To begin, you should have a collection of work that interests to the organization you're applying to, and the strength
to continue attempting after each dismissal, of which there will be a ton. In any case, on the off chance that you
have the enthusiasm, and the fortitude, you can do it’
So the training required for a person to get employee in marketing agency are as follows:

Intern at Agency - More often than not, interns are working for nothing, yet they accomplish work that can produce
huge totals of cash for the agency. It's additionally a simple method to test-drive potential representatives and
snatch the skilled ones to give their best services to their clients.
Do free lance work - Beginning an independent freelancer gives a huge benefit to the agency because they know
what clients wants from the agency and what services they want from us.
Create Specs Ad - You may imagine that you can show improvement over a significant automaker's print
promotions running in your preferred magazine to fulfil the customers need

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SKILLS & EQUIPMENT
A/c to our interview, what we concluded from the CEO that, there should be 10 skills required;

Listening - Active listening skills are a must for anyone interested in working in marketing.
Teamwork - Being a team player, will assist you with seeing past the individual shortcomings or issues of your
group.
Creativity - Regardless of whether you are making content or marketing via social media, creativity should be a
piece of your work.
People skills - Great communication abilities, demonstrating sympathy and indicating a veritable enthusiasm for
others are basic prerequisites to making working connections.
Problem solving - Marketing is one complex puzzle that truly has no ‘right’ or ‘wrong’ answers. With the right
problem-solving skills, you will be able to come up with an appropriate solution.
Money management - You will almost certainly have a strict marketing budget, and you will need to know how to
operate within that budget to succeed.
Patience - our marketing and marketing campaigns will always take time to elicit the desired response, and a
patient advertiser has a greater chance of success.
Decision making - This means that you will need to consider the costs and benefits of your actions, with the goal
of trying to select what you think to be the most appropriate action to ensure the success of your marketing.
Persuasion - It’s also about making them realise that they need the product you are selling even though they
already have a similar one at home.
Time management - If you can’t manage your own time – and other people’s time – you will never make those
critical deadlines to get the job done.
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CLIENT’S ENCOUNTER

So basically, client encounter depends upon two categories:

1. Those who having a valid problem regarding their marketing, delaying, budget issue and etc. they all
encounter with the client’s service department. So there we take a resolution of problems which is
client’s priority, where we resolve the problem at first contact (no transfer, other calls, or multiple
contacts) and we did everything to resolve their issues which client wants that they treat in this way.

2. Another one are those who just want to put pressure on agency, so we take them seriously but not
that much because they just want to put pressure and nothing else for that we only recommend
receptionist to attend their calls and if there is something important to discuss it will transfer to the
client’s service department.

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RULES & OPERATIONAL PROCEDURES
1. Schedule a dispatch meeting with new client, and ensure that the gathering is being recorded so it tends to be
imparted to other colleagues as well.

2. Send all the colleagues the recording and all job ought to be steered through client services.

3. For every single job a concise configuration ought to be loaded up with appropriate job no. On the off chance
that client legitimately calls the creative department for any job to be discussed, creative department is
responsible to illuminate client service and to fill the creative format.

4. The creative brief ought to be kept in the records in client’s briefs document. The brief configuration layout will
be with everybody and it will be obligatory to fill and preceding to beginning the job.

5. Every single affirmed design ought to be kept in the client’s document and ought to be appended with the
brief.

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MONITORING & EVALUATING
1. For each job that comes in Client Service will make the quotation which will be kept in Quotation
document of the client in the wake of being sent to the client.

2. On the off chance that the job must be redistribute to any merchant, Client Service will approach the
merchant for their quotation according to the client's brief. The terms and conditions ought to be plainly
referenced on the quotation.

3. All sent quotation must be entered in the client's module, and all quotations from merchant must be
entered in the Suppliers/Merchants Module in the PC.

4. Client service will be responsible to follow up with the clients for the approval and LPO (legal process
outsourcing).

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CAREER PATH
A bachelor's degree in marketing is an essential step on the path to a full-time career in the industry, which
entails both the arts and sciences, service marketing (to provide better services to the clients), combining
courses in visual design and copywriting with those in communication psychology and marketing.
There are 6 career paths for this job:
New Business - Individuals working in new business must contemplate client needs, recognize issues with the
client's present promoting procedure, and create arrangements that both take care of those issues and meet
the client's goals.
Account Services - When the marketing agency has increased new client, the account services
administrations office deals with the relationship between clients.
Planning - Strategic planning is a basic piece of making viable promoting methodologies. Without precise
statistical surveying, a great deal of time and cash can be squandered.
Creative - The creative department makes the work of art or substance utilized in the entirety of the agency
media campaign and understand the clients need.
Production - Production is the off camera enchantment of marketing and includes making TV advertisements,
radio spots, banners and other media to be utilized in promotions.
Media - Marketing departments and offices need to get their product in front of the buyer, an undertaking
frequently done by buying print media, radio, TV or Internet media spots.

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INSPIRATION
A/c to their manager and employees, they stated about Rumman CEO that:

‘Rumman Akhter accepts that inspiration is a significant viewpoint. In the service sector area employees are the
most significant resource, consequently a profoundly energetic workforce is significant. Without appropriate
inspiration and drive the turnover for the association will be high.’
Rumman Akhter utilizes both intrinsic and extrinsic motivational technique.

Intrinsic - Appreciate employees on a vocation all around done however don’t put down or affront them when they
come up short.

Extrinsic - Monetary prizes. Because of exceptionally energetic employees the profitability of the work power is
high so Rumman Akhter gives out rewards each month.

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MOST CHALLENGING JOB
The most challenging job in service sector is to develop the relationship between company and client’s, the
objective is to construct and keep up a base of submitted clients who are beneficial for the agency along
these lines the emphasis is on fascination, maintenance, and upgrade of client relationship.

There is some steps that we are following to keep our company and client’s relationship strong;

Step1 – first we acquire the new clients through our marketing platforms and PRs.

Step2 – once we acquire our client, now we satisfy them through our services.

Step3 – after the satisfaction created in client’s mind, now it’s a turn of retaining clients through approaching
them with final product that they want from us.

Step4 – now the last one, it’s to enhancing them through different discounts or services.

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MOST SATISFYING JOB
The most satisfying job for us when the client is fully happy with our services and they come again for our
services. And they recommend others about our agency (word-of-mouth) and this means to us when
someone come to us by the recommendation from others.

MOST FRUSTRATING JOB

The most frustrating job according to the manager and employee is to keep your client’s happy when he or
she only wants to disturb you again and again but it never happens in our organization. There are only
some cases where we found these type of client’s and those clients are LEAD for us which means (they
are only costing the company’s money), a/c to customer pyramid

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RECOMMENDATIONS

they should keep focusing on their clients rather than their rules and regulation. It’s good that you tell them
about your rules and regulation but first you have to trained your employees to tolerate customer’s
behaviour, either if they are right or wrong because at the end of the day they are king.

And your service quality should always be focusing on 5 dimensions; Reliability, Assurance, Tangibles,
Empathy, Responsiveness and customer will always judging you on these 5 dimensions.

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THANK YOU

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