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