Pets Retreat Paradise Toh Wanning Serene Seow Neo Wei Loong Xu HuiMei Tan Peiling
Pets Retreat Paradise
Toh WanningSerene Seow
Neo Wei LoongXu HuiMeiTan Peiling
Contents
About our Company Products and their Attributes Target Audience Customer Database Distribution Network
Pets Retreat Paradise
One-stop centre for pets Provide great convenience for pets’ owners Wide range of products and services Located at 41 Holland Drive
Level three: 5 star Hotel for Pets, Security Counter, Washroom, Lift, Stair case
Level Two: Lounge Café (Pets allowed and non-Pets allowed), Cleaners room, Private Café rooms, Management office, Call centre, shopping Arcade (Pets item), Kitchen, Washroom, Lift, and Stair Case
Level One: Seminar rooms, Security office, Cremation items, Veterinarian, Playing area for Pets & kids, Lobby counter, Lobby, Grooming area, Washroom, Lift, Stair Case
Car park in front of the building
Cremation area:
Cremation Station, Columbarium, washroom
Pets Retreat Paradise
Building Plan
1st Level
Emergency Exit
Entrance Exit
Lobby Counter
Security Office
Seminar Rooms
1 2 3 4 5 6
Cremation items(Sales of
Cremation stuff)
Playing Area for Kids and Pets
Grooming area for Pets
Veterinarian
Staircase
Lift
Lobby
(sitting area)
Washroom1
Lift
Kitchen
Shopping Arcade(Pets Item)
Staircase
ManagementOffice
Call Centre
Cashier ($$)
01
02
03
04
05
06
07Private Café rooms
Lounge Café(No Pets Allowed)
Main Lounge Café(Pets Allowed)
CleanersRoom
Washroom
2nd Level
Lift
01
02
03
04
05
06 07 08 09 10
11 12 13 14 15
5 Star Hotels
for Pets
Staircase
SecurityCounter
Washroom
3rd Level
The first Level of the building
Cremation Station
Columbarium(Rooms for
storing urns)
Car park
SecurityPoint
Washroom
Cremation Area
Product and their Attributes
Classified into 3 main categories:
Membership Products Services
Membership
Benefits
Classic Exchange the accumulated points for gifts in shopping arcade, snacks from Leisure Café or discount vouchers.
Gold Enjoy attractive incentives other than gifts and discounts. E.g. free grooming sessions
Platinum On top of Gold members’ benefits, members are entitled to special privileges such as free pets accommodation and free transportation services.
Products
Leisure café Offers Happy Meals that the pets and owners can
enjoy together Scrumptious and healthy food with special ingredients Menu will be changed frequently
For Pet Owners… For Pets…
Products
Shopping Arcade Offers latest pets products Product range
- Foods and drinks- Accessories- Toys - Grooming products
Food & Drinks… Accessories…
Toys…
Services
Pet Transportation Cremation Services Grooming Pets Hotel Veterinarian Clinic Special Events
Services
Pet Transportation Safe and comfortable trips for pets to travel around
Cremation Services Perform rituals for pets Removal of the remains Certificate of cremation
Services
Basic grooming-
Nail cutting, ears cleaning, cleaning of tummy area and under paws, bathing and touching up of face and paws
Full grooming- Additional services like styling and trimming of fur
Grooming
Services
Pets Hotel Cosy and comfortable pets accommodation 5-star hotel service
Veterinarian Clinic Provide the highest quality Veterinary Medical care
in a friendly, relaxing setting
Services
Special EventsPets race competitionEnrichment courses Special talent competitionPet fairPets gathering
Target Audience
Primary Segment Wealthy pet lovers With monthly disposable income of S$5,000 and
above
Secondary Segment Well-to-do pet lovers With monthly disposable income ranging to S$2000 to
S$5,000Database
Distribution Network
Call centre Operates in two shifts, from 9am to 9pm
Roles of our call centre : InboundOutboundWebsite supportQuality Management
Inbound
Customer Service Hotlines - General enquiries Feedback Complaints Booking Transportation Pets Hotel reservations Clinic appointment
Inbound
Interactive Voice Response (IVR)
Booking of grooming session Pets Hotel reservations Clinic appointment Redemption Category
Start
Customer Calls In
Speak to CSO
IVR
Manage Objections
Up-sellingCross-selling
EndSatisfied with the answer?
Give Necessary Solution
Successful?Develop
Action Plan
Yes
Yes
No
No
Escalate CallSatisfied?
No
Yes
Inbound
Outbound
Telemarketing
Customer Acquisitiona) Encourage subscription of membership card
b) Inform privileges of friend-to-friend system
c) Inform forthcoming promotions
d) Sales leads through events/promotions/website
Outbound
Follow up calls Calling up inactive customers periodically
Regular Customer Satisfaction Surveys Determine the satisfaction level of
customers
Outbound
End
Database Outbound Calling
Thank Customer
No
YesInterested?
Introduce Product
Manage Objections
Needs Time to Consider
Follow-up CallProceed with Transaction
Action Plan
Start
Yes
No
Customer Reached?
Reschedule Call
Website Support
Acts like a help desk Respond to any enquiries via web By means of web chat or email
Quality Management
Regular Customer Satisfaction Surveys
- Determine the satisfaction level of customers
Mystery calling
- Evaluate call quality of staff
Call monitor the calls of customer service officers
Quality Management
Mystery Shopping
- Observe and assess the customer service of counter staff
Grooming workshops for counter service staff
Continued retraining and coaching for staff
Quality Management-InternalMystery Calling
Performance?
Compliment
Offer incentives
RelevantRetraining
Service Level Improved
Evaluate Call Quality of CSO
Good
Poor
Analyze Report
Key Data to Generate Reports
Compound Score Sheet
KPI-•Call received within 3 rings•No. of abandoned calls•Call handling time•Follow SOP•Product Knowledge
Quality Management-External
Design Questionnaire/ Scripting
Collecting feedbackCollate/
Generate Report
Analyze Report
Customer Satisfaction Survey
Develop Action Plan
Define Areas to beImproved