Process - Marketing - Customer Service - Enhancing Customer Service Experience (earlier posts)

Providing outstanding amazing values through process clarity and improvement 

Enhancing customer service experience

PAGSASANAY SA TAGUMPAY

ate:   

Objectives:

1.  To generate more repeat sales

2.  To recruit more disciples and apostles to talk about products

3.  To fight and defeat the competition

4.  To further delight the customer

What:   to have infrastructures and personnel and system to further delight our customers

This program consist of:

1. Rewards and card system for existing customers;  more promo items for our customer (part of the 20% ME)

2.  Additional positions to handle customer service program at BPI and at the SBU

3.  Construction of customer lounge like in Calamba and Pangasinan

     1.  Rewards and card system

          This will enable us to save on:   ME and CF as we will only spend for the card and the reward points which is usually 1/2 of 1% in most stores.

           Types of cards:

           Say 

           for Holy Gardens  (privilege cards)

           1.  Kapamilya   cards for purchases of 30,000 up P100,000

           2.  Silver Card for purchases of P101,000 to 499,000

           3.  Prestige Card for purchases of  P500,000 up to P999,000

           4.  Platinum Card for purchases of P1,000,000 up

           Privileges:

          1.  3% discounts on repeat sales without agents

          2.   1 rewards point for every P500.00 payment, one point is P5.000

                if they pay in the office.  0 point for payment for collection from the house.

         3.   Special promos for prestige and platinum card like:

              1.  Dinner for two at a select restaurant

              2. GC for new purchases

              3. Priority when there are promo items 

          The above will be managed overseen by:

j          SAA at 3ffb

           Third CSS (who is a true and dedicated CSS for customer service/CRM

         For Majorem Lending:

        1.   All good paying buyers of Holy Gardens will be issued Majorem EZ Credit Access Cards that will be pre approved, upon proper meticulous credit checking.

        2.  The card shall have maturity of 3 years

       3.  The card will be sent to the residences of the buyers and will be activated when they agree to the terms and conditions of the EZ credit access card:

        (in addition to the general conditions of the card)

        1. That they can get up to 70% of the NLP (current market value) of the plot they purchased)

        2.  That they would sign the necessary docs when they avail of the credit;

       3.  The interest rate shall be prevailing interest per month plus 4% monthly penalty compounded

        THE CARD SYSTEM WILL BE OUTSOURCED PROVIDED THE TOTAL AMOUNT SPENT INCLUDING THE REWARDS POINTS SHALL NOT BE MORE THAN 3% OF THE ME.

       2.   CUSTOMER LOUNGE

       We shall construct, as we build the new office of Calamba a space for customer lounge which could be 40 to 50 square meters.  Its features;

      1.  Carpeted

      2.  Well lighted (soft lighting)

      3. Well appointed interior design

      4.  With reading materials:  magazines and newspaper 

      5.  Soft music

      6.  Hotel standards CR

      7.  Free coffee, tea or even soft drinks  and food servers to boot

       For Pangasinan, we can have one of the chapels temporarily, or have an area in the crematorium for the lounge., 

     3.  Additional personnel

          1.  The SAA

               This is in addition to the current records assistant:

                The responsibilities:

              1.  Supervision of records receipt, checking, signature and delivery to the customer within 7 days, with estate management, health tips brochures hand outs/manual, promos, vitamins and other goodies

              2. Repeat sales

             3.  Recruitment and training and sales directors/sellers including their SEAD and making sure that their com are paid ASAP

            4. Resolving customer complaints asap, on:   missing undelivered docs, lousy interments

            5.  Making sure that the card system works well

            6.  Crafting events and promos, sales campaign for the SBUS

           7.  Coordinating sales target achievement across the board:   holy gardens, destiny, and Majorem Lending

           2. Additional CSS (the third CSS at the SBU)

              

          CSS 1 Interments

          1.  In charge of interment:   the IA and interment checklist

         2.  IF replenishment

         3.  FOFF and Obits 

         4.  Tributes and their uploads to the proper blog and website

         5.  Inc charge of the collection  issuance of OR 

         6.  Proper accomplishment of PPA and pouching to the 3rd

              custody of OR and PPA

        7. In charge of the master file together with SFC

CSS II   Sales and Marketing

              For sales and marketing purposes at the SBU:

             1.  Reports on DPMS from the  office personnel and the sellers

             2.  In charge of recruitment and training of additional sellers at the SBU

            3.  Sales and collection report 

           4.   In charge of deposit of funds to the bank

        CSS 3   Customer Service

        1.  In charge of rewards system and  delivery  of cards and attending problems thereof

        2.   In charge of lounge or about to be made lounge

        3.   In charge of social media posting:   blogs and facebook

        4.  Regular posting at best pictures and Kaizen report

        5.  In charge of QR code (to be coordinated with CSS 1)

        6. In charge of free wifi at the site.

        7. In charge of birthday greetings for the customer, remembrance of the birthday of the deceased, posting the same at the display board, 40th day and death anniversary

        8. Shall be in charge of leaflets, tarps, custody safekeeping and inventory of promo items

For compliance.  Inform me of your action plans and programs

         

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