business proposal and customer centricity

business proposal and customer centricity

1. 4 C’s of Customer Centricity

2. Objectives 1 To instill the importance of a customer-centric approach in the Lay Bare experience 2 To equip branch staff with effective techniques and skills to provide an excellent customer experience. 3 To manage and handle customer interactions and relationships

3. Make the client feel at ease Smile Tone of voice Appearance Greet at speaking distance Eye contact Courtesy Be Welcoming

4. B. Make the client feel comfortable Treat your client as your GUEST in your own house Courtesy Be Welcoming

5. C. Make the client feel important Remember client’s name Courtesy Be Welcoming

6. PEOPLE HEADLINES   From the feedback & review app report: “Miss Vanessa did my wax, very friendly ❤️” - Mary Joy Lacdao, Wax Pro of Venice Grand Canal  “Ate Lenjie, the best! ⭐️⭐️⭐️⭐️⭐️” - Rodelyn Jayo, Wax Pro of Circuit Makati “nice experience! very accommodating staff!” - SM Lucena branch “very accommodating ☺️”  - Limketkai branch “Super galing ni maam aliza and bait also ❤️” - Aliza Joy Sebigan, Wax pro of SM Lanang Premier “Thank you for the great service! :)” - The Podium branch “I recommend Ms. Jenny she is friendly and good.” - Genevieb Atienza, Wax Pro of Waltermart Makati “They were very accomodating and nice ??”  - SM Lucena branch

7. PEOPLE HEADLINES  

8. PEOPLE HEADLINES  

9. PEOPLE HEADLINES  

10. “ The Customer is the most important visitor in our premises. He is not dependent on us – We are dependent on him”

11. Competence Product Knowledge Company Knowledge Marketing promos Problem Solving Skills Latest Trends Community Information Standard Operating procedures Be Knowledgeable

12. PEOPLE HEADLINES

13. PEOPLE HEADLINES

14. “As far as customers are concerned, YOU are the company . This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back –perhaps even to make or break the company”

15. Connection Creating small talks Make a Connection

16. ACTIVITY 1

17. Connection Concern about client’s day Being familiar about usual services that client avails. Make a Connection

18. From:  M Santosdiaz Date: Sat, May 21, 2022 at 11:38 pm Hi LayBare management,   I’m writing to send my recommendation and commendation for your staff in your Eastwood branch, Maricar Balbuena.   If I remember correctly, today was just my second time in visiting this branch and I have nothing but great experience today. May 21 st .   I came in a couple of minutes before they officially opened and Maricar was the one who greeted me despite having to not be completely set up.   I was having issues with the app and she had effortlessly helped me troubleshoot it. Now, having to work in the telco industry for 13years, this was a breath of fresh air meeting someone and knows how to “simplify” solving the issues in the app without having to sound obnoxious.   I must say that instant, she won me over! Now, let me itemize the details that I noticed: Even if she seemed a bit frazzled as having to (as it may seem) arrived just a few minutes when I did, did not translate nor passed on to me as the customer. Instead, she completely changed gears and put her game face on being a “frontliner” of your business and was so attentive. How she teaches and interacts with the customers was so welcoming and easy to understand. I think she can easily disarm a frustrated customer! Having said that, I have had the opportunity to train sales people over the years and she stands out as someone who can train people as well. I would highly recommend that you allow her to grow into this trainer role. Let’s not waste such talent and passion for her job and company. She told me she has been with LayBare for 11yrs! Now that counts for something. 😊 On top of that, during my session, she was absolutely professional and the usual pain I’d feel wasn’t as dreadful as today. Lastly, her kind gesture to send me a text message thanking me was more than appreciated. Talk about wonderful after-sales service! I’d like to follow up with this and see how things are planned out for her growth within the company as I truly believe she is a huge asset in LayBare. One that could easily go up the corporate ladder when given the right opportunities. Looking forward to hearing from you. Cheers, Malen A. Santos Diaz Country Head (PH) Spyke Media GmbH

19. Subjects to avoid in small talks Financial Status Politics Age & Appearance Religion Offensive jokes

20. ACTIVITY 2

21. Be Care Be Responsive Pay attention to details Be helpful and go the extra mile Be Involved Show you care Be sincere

22. PEOPLE HEADLINES  

23. PEOPLE HEADLINES  

24. “ From the customers point of view, if they can see it, walk on it, hold it, hear it, step on it, smell it, carry it, step over it, touch it, use it, even taste it, if they can feel it or sense it…it’s CUSTOMER SERVICE ” - Super America, Training program

25. Great Customer Service from the Heart

26. Thank You