What did I learned:
On my Orientation May 14, 2012 with
Ma’am Aireen Ricamara I have many things learned from the History of the
company and how it established and known from the public. It was established
year 2002 and the mother company was Unisun Group of Companies. They had
established many Business like the Unisun Homes Subdivision, Unisun Supermarket
Inc., first Super market in Angono Rizal, The Aqua Flow System and Services and
San Antonio Funeral Homes. They start to established business of Memorial Park
and had 11 branches of it. When time comes to divided for the owners of the
company the 5 Branches was given to Sir Jorge Saguinsin, the San Fernando La
Union, Morong Rizal, San Carlos Pangasinan, Calamba Laguna and Calapan Oriental
Mindoro. I have learned and memorized by heart the MVBP of the Company, the
mission, vision, belief and principles that convinces me to pursue my job and
be part of the company’s MVBP. Our LOGO
relates to our Mission, the Espiritu (relation that God is within us),
Practice(Do it with courage) and Corde(what we do even when no one is
watching).
I
was knowledged enough from the Company Products it selling, the Lawn Lot,
Garden Lot, Senior Single Niche, Garden Estate and Junior Family Estate. I’am
familiar from the location of the Lawn Lot, Regular (middle lots), Special
Premium(along the path walk), Prime(along the Road) and Super Prime (corner
lots) and the new product was the ASH CRIPTS.
Success begins in the mind, I was
convinced by this words. I f I want to be successful in needed to start to
think of my self as a success it is the realization of desire goals. Picture
our way to success through visualization, cutting out pictures it is an example
of picturing ourself to a way of success. To be a successful person we need to
have a sense of mission, vision to customer product, high speed innovation and
self inspired behavior this are the secrets to success. We need think that we own the company through
this we will realized to have more ideas in the success of our company and also
it will be our success. Everything matters we need to be affected if problems
comes to our company and to act from the solution of the problem.
Attitude is the window of the world,
everyone starts with a clean mental window, control the attitude we because attitude determined life towards
ourselves. To have a positive attitude we need to eliminate all the negative
words that always comes to our mouth, this will help us to be a positive person
and if we are like this we can come up in a positive results.
We need to be Committed in everything we
do, we need to be willing to do every challenges comes to us what ever it
takes, we can move mountains. ABCD doctrine, Accept (conviction), Believe
(Faith), Cooperate (conversion)and Dance with the music (Delivery and Action).
Every employee had a duty, to be Diligence- meaning to persevere, hardworking
or to be a no limit person. Obedience- to do what is ordered, happily or
enjoying to do the order given. And Loyalty- having faithful adherance to the
company, product and offices.
We had an important component of being
faithful this are the start small low-high position, be on time- No late be
professional, Do the hardest job first – to make the easy works not yet done,
Organize your self- setting goals, leave the other things aside that not
relates to work, Welcome Responsibilities – whenever oppurtunity comes take it,
Accept Correction- be positive and learn from the mistakes and lastly Practice
Self-denial.
To win friends and influence people, we
need to smile, appreciate, remembering
names, listen, Interest and Don’t complain, condemn, criticize and chismis. We
should to know our people, our business, prospects and selling. Insist Realism,
to be realistic and always to look to what happening, Set clear goals and
priorities- to have a plans for a day, Follow through-things need to follow,
Rewards the doers- appriciating and greetings, Expands people’s capabilities-
giving responsibilities and know yourself.
Quality –is defined as the conformance
to standards as defined by customers wants and needs and as modified by
competition. The indicators of Quality
are Absence of reworks/rejects, Long life product, trouble free operation, Nice
and clean appearance, Promptness of delivery, Product safety and excellent
after sales service. Manifestation of non-quality are Late deliveries,
Incorrect Invoice, reworks, cancellation of contracts and engineering design
changes.
To have quality service we need to start
and finish everything on time, deliberately reduce inventories, Avoid reworks,
rejects and recycling operations, There must be a visible sign of Quality
(5’s), Meet competitive International Standard and let your customers meet your
workers.
Importance of quality it is the source
of work-pride and satisfaction, quality products lead to more sales, more
profit and ultimately more benefits to workers, and quality builds the image of
both the individual and the company.
All company should have maintain 5’S the
SEIRI – Sorting out, SEITON- Systemic
Arrangment, Straightening, SEISON- Spic and Span/ Scrubbing, SEIKETSU-
Extending to one’s self/ standardizing, SHITSUKE- Self-Discipline.
Professionalism or Professional selling
– is the ability to make known your goods that people to appoint of creating a
desire, oppurtunity or an interest. Presenting a products and services for the
interest so that their needs, requirements and vision are over achieved in the
time frame that they define. This is the achieving goals of customers.
Customers experience the feeling they bought. We have three (3) kinds of
Customers this are the Prospecting- imigate prospects or the KKKK, Referal
prospect and the cold prospect- not
known or seen from a directory.
Golden Rule: All things being equal
people will do business deals and refer business to those people they know and
trust. To create good reputation, the greatest achievement is to satisfy
customer. To satisfy our customers we need to treat our customers as if they
were your friends, to our customers we need to serve them even in holidays,
weekends and after office hours. Have commitment to the customer: under
promise, over promise, Long term value of the customers deliver, we need to
delight them and value golden moments like the moment we contact them, tripping,
Closing sales and Delivery Documents. And when they have complaints pamper them
like king and queen.
When time of offering products to
customers there are words need to replace the inflammatory words vs. go ahead
words. In selling to customers we need not to say the price to them because it
will let them think that we are doing sales talk that will turn them not to buy
our products. Avoid telling the word Down payment, Monthly payment, Deal,
Contract, sign, Buy, sold and the company. Instead use the Go ahead words the
total Investment, initial investment, Monthly Investment, Wonderful
Oppurtunity, Agreement, Aprrove, Own, happily Involved and the Word We. This will help us to have
more sales without letting our customers think of negative.
Memorandum Circulars – Need to be
Master, this is about customer service excellence (Service delivery), The main
objective of this was to sell more by way of customer satisfaction and delight,
to increase repeat sales and to increase awareness by WOM ( word of mouth).
This will ensure the Customers our excellent service we have.
Customer who pays for the product/
service, Service one who serves, a servant
and it involves having customer not only as queen and king but as God –
Divine “KAMISAMA”
Excellence was the quality, doing the
right for the time and everytime, zero defects, constant improving, exceeding
our limits (To be a no limit person), being better, self-mastery and being very
detailed. Customer service is to determine the most important service. Service
is the customers want more that just the product or service that is offered,
they also want to treated well. Service Mission is direction or vision of an
organization that supports day-to-day interactions with the customer. Service is Intangibles that deals with the
human side of an organization, they include human emotions, behaviour,
understanding, feelings and perceptions. The products and Services this are
materials, products and services that are state of the art, competitively
priced and meet the needs of customers.
On our A.M. talked with Ma’am Brendalyn
G. Garcia she was thought us many things we needed to know especially the CSS
obligations, as a CSS2 she thought me my responsibilities especially during
Interments and Sales. I have guidelines to follow in preparing the interment
needs up to pre-interment to post interment. I also learned to use Microsoft
office picture, Adobe and Movie Maker. I also learned to post the Pre-Interment
and Post Interment on time in the Holy Gardens Notices. Replenishment of the
expenses we use on the Interment, Filling up all the data in the A.I form,
Requirements need to complete by the clients.
On our reflection the “I Offer My Life”
sacrifice- living sacrifice for God, Family, others and self.
“UNIQCSEX” unique customer service
experience the feelings of the person who experience the service we do for
them. Story of the product sell we need to be knowledgeable in telling the
products we offer. Experience of the customer regarding the product after they
buy, the change of the emotions and feelings of the customers through the
product. And the behavior, change of the behavior, believing of the customer
through the offer we do and to the product.
“Pabongga Bonanza”, I am encouraged by
this and willing to do my best in selling for me to achieved my dreamed price.
5 lots per month up to December, 3% Additional Incentives in excess of 5 lots a
month for the CSS and ACMO. June 1 – December 15.
“Business Etiquette”
By Sir Jorge Saguinsin and fully
explained to us by Maam Brendalyn.
Business Etiquette- Do’s will help me to
improve more my works and will lead me to be a best professional employee.
This needs to be follow and needed to be
done and should be a habit of every employee.
This serves to us an encouragement to be
a better employee.
This will lead also to us a best example
to the other companies.
Don’t’s – This should not be done of every
employee, we should avoid this to be a successful professional employee.
We should not be negative, negative turn
to a bad works in a job.
This will not lead to us a matured
person and will not add to our success.
On Office Behavior
Do:
Coming to office early is a sign of
professionalism and respect for the employer, it will also shows a good model
to other newly hired employee.
Wearing Business attire and ID will
shows of professionalism.
As a CSS we should greet cheerfully to every
customers coming to office, this will serves as a customers satisfaction and
excellence.
All the Do ‘s for the Office should be a
habit of every employee.
“Customer Service Excellence”
This serves as to create more customers
and creates a value for customers.
Three C’s that affects a business:
Company, Competition and Customer
Golden Rules of customer service:
Customer is the Boss, king and Divine “KAMI-SAMA”
The customer is right.
“Uulan ng promo sa tag-ulan” – Supports the
Pabongga Bonanza to Marketing and Agents.
>Bone Transffer (non-Lots)- 8,000.00
from july – Oct. 15, 2012 only.
>Senior Citizen Discounts of 20% for
Interment for every 1st degree of consanguinity 90 days or from July
1 – Sept 30, 2012 only.
Price Promo (Lots):
>10% discounts on the lot price
SIP-DIP upgrade from July 1 – Sept. 30, 2012 only on selected Holy Gardens
only. For accounts that have not been arrears and fully paid lots. Initially
available to office sales only.
>10 % discounts TLP for upgrade
niche, Lawn, Garden Estate, Junior Family Estate on selected Holy gardens only
from July 1 – Sept 30, 2012 only.
> Huge discounts for special lots in
selected locations Enjoy up to 17% discounts good for 90 days. First come per
served basis.
Mechanics of Promo:
Objective: To encourage existing
customers who availed SIP lot upgrade to DIP; 100 units SIP upgrading to DIP
from July 1-Sept 30,2012
To increase collection by php. 800,000
Prospecting: Marketing should be
concerned in the beautification of our Park, Company or Site.
Setting appointment: Telephone Call 10 mins. Of time to get the attention of
the prospects without telling the price.
60 seconds online Rewards, Four things
to remember:
Status, success, power benefit and staff
Strategy vs tactics:
Four Myths of strategy- Good strategy is
not without it’s challenge
Myth No. 1 : Content is king (SWOT-
strengths, weaknesses, oppurtunities and treats)
-
To analyze the
wrong things in the company
-
We hire the best
people
Myth No.2: Consensus equal success
-broad agrrement on all issues,
decisions, reasons and purpose.
-shared values and goals
Myth No.3: Exclusion is efficient
Myth No.4: Communication creates
commitment
Success Habits: have a vision
Have a clear goals
Be a constant learner, change and evolve
as required
Sense of urgency wins
Set a place that you can maintain
forever
I lke to have a number of success
mantras
Be fit
Study time management
Nature a network – agent naalagaan
Fail often, fail fast, fail cheap – easy
to stand in every mistake.
Good strategy – Good tactics, marketing
and managerial strategies we must challenge our self
-idea be cooperative
- we do this for the benefit of our
customers
Components of UNIQCSEX (Unique customer
service experience)
Tangibles- can be seen by our eyes, by
customers
-
Surfing in the
internet of some pictures of designs and decors the best suit to our office and
site to deliver uniqueness to our competitors and memorable experience of
customers.
HGMP office / Site Ideas
CAP EX (capital expenditure)
Intangibles – Can be felt (feelings,
emotional and behaviors)
-
Customer service
staff:
1 Personality- every employee must
posses a good personality infront and never fights the customer. He/She must
develop a good relationship with the customer.
-
Show sencerity
towards the customer
2.Attitude of Staffs
- Loyal company and customers
-Obidient to superiors and customers
-always do what is being committed
especially to customers; has sense of commitment
3.Training
-Politeness – to customers even when
there are conflicts/ problems
-Making amends
-Asking apology whenever we committed a
mistake
-conflict resolution – every staff knows
how to deal with problems.
Customer touch points
1.
Security Guard
encounter
-
Shows sincerity
towards the existing clients
-
Assist the needs
of customers and directs/ assist them at the office
-
Give possible
solutions to their problems
2.
Answering :
phones, SMS, e-mails, Fb posts messages of customers and non customers
-
No “Barok” or
shorcut conversations
-
Correct english,
spelling and grammar
-
Show courteousness
and sincerity of service must always be emphasize;
-
Thank the customer
after the conversation
Relation to what I know:
On the parable of the pencil I can
relate this to all my learning because it encourages me to do all great things
for the company and to our customers. We will experience many difficulties but
through the difficulties we can be matured enough and be professional.
We can correct our mistakes and easily to
stand the difficulties comes to us.
Like it says the most important is what
was the inside, especially to our customers they are looking to our attitude we
have so we need to change for the better of our company.
We need to leave our mark no matter the
situation, we must continue to serve God, company and customers in everything.
Application:
I will apply all this learnings who
shared me because it is a big help for me as a Marketing to be a best person
and professional employee.
I will follow this and make it a habit
because this will serve as my respect to my company.
I will always continue to read all this
learnings I have.
Prepared by:
Armida Christine S. Garcia
CSS 2
Nice one AC, I hope it is always in your heart and mind. Keep learning. I am so happy that you were able to remember what we have taught you.
ReplyDeleteThanks,
Aireen