TARGET
Become a professional and kind sales team
Building Golden Life to become the No. 1 brand in terms of service quality and reasonable prices, this is shown through the following indicators:
99.99% of customers are satisfied when using Golden Life Travel’s services
99.99% of customers want to come back to buy again
99.99% of customers recommend Golden Life’s products and services to others
RULES OF WORK
Be customer-centric
6 qualities of Golden Life Travel Team:
- Integrity
- Devoted
- Flexible
- Creative
- Responsibility
- Persist
HUMAN STANDARDS
All Golden Life Employees must have good manners, standards, elegance, friendliness, always smile, communicate gently, respect and wholeheartedly serve customers.
Every employee must be an effective Golden Life Brand Ambassador
BEHAVIORAL IMAGING
- Costume:
- Wear uniform according to company regulations.
- Responsible for always using clean, neat and straight uniforms.
- Manners, behavior and polite speech when wearing uniform.
- Hair regulations:
Neat, clean, not too brightly colored.
- Rules about makeup:
Female employees must wear light makeup before coming to work. No makeup at the office.
- Regulations on jewelry:
Jewelry and accessories must be compact and delicate and must not be worn with more than 3 accessories.
- Manicure regulations:
Nails must be clean and not too long.
If painting, only use elegant glossy or pale colors, without elaborate stones
- Regulations on tattoos:
If necessary, cover up when wearing uniform.
- Rules of conduct:
Standing position: Back straight, shoulders extended toward the client. Female: close legs; Men: Feet shoulder-width apart
Sitting posture: Back straight, body weight slightly forward when communicating with customers
Moving posture: Back straight, spread wide, move quickly and decisively, do not drag shoes when moving.
Golden Life Travel Award Ceremony of the prestigious Vietnamese Tourism Enterprise in 2023
Golden Life Travel Award Ceremony of the prestigious Vietnamese Tourism Enterprise in 2023
Service standards
WORKING HOURS
Arrive 7 minutes before business hours to be ready to serve customers.
Comply with working hours. Don’t work alone. Leaving the work position for more than 10 minutes must be approved by the direct manager
- Sales skill standards:
– Listen, ask questions to properly understand customers’ greatest needs and desires through products and services, then advise.
– Consulting on the advantages and strengths of the Company and products. Pay attention to important values and differences in the program: Added value of the product, customer benefits.
– Sell more, cross-sell, sell alternative products (If the company does not have the product the customer requests)
– 100% of customers are provided with drinking water and seating.
– Send newspapers and magazines for customers to read while waiting
– Colleagues coordinate and support each other to ensure professional and dedicated customer service.
- Management of sales and customer information:
Absolutely must use CRM sales software
100% must enter customers into the system according to the correct customer classification to promote, re-care and sell to the right audience at the right price.
Clearly state information about customers, personalities, and buying habits
- Situation handling skills:
When customers are dissatisfied for any reason, even if customers misunderstand and make them angry, it is very normal. The staff’s task is to serve water, invite guests to sit, listen, share and sympathize with guests with light nods of “agree”. After understanding the problem, you need to:
Thank you customers for sharing your problems with the company
Share your sincere sympathies
Encourage guests to relax and calm down.
Answer the question
Provide solutions
In difficult cases, notify your superiors and make an appointment as soon as possible, avoiding media noise.
- Standards of interaction with guests
100% use the Company’s phone number
100% interaction with customers via the company’s Zalo phone number
100% of customer interactions are via company email.
a/ Regulations for interacting with customers via Zalo:
Clear homepage with main avatar in vertical style, company/product cover page, full information for customers to identify you
Proactively produce images and content consistent with the brand and post in the right quantity and time
100% want to make friends with customers to conveniently send programs, documents, and advice.
After the service has been completed and the customer has paid, it is time to invite customers to purchase additional utility packages
b/ Interact with customers via Facebook:
Clear homepage with main avatar in vertical style, company/product cover page, full information for customers to identify you
Proactively produce images and content consistent with the brand and post in the right quantity and time
Regularly check messages to promptly respond to sales
- Knowledge standards:
Knowledge about products and services: Characteristics, advantages, strengths, benefits, disadvantages, are clearly consulted so customers can anticipate and accept this objective economic situation.
Employees need to understand the company’s product suite and keep up to date with new products
Need to learn about competitors’ products and services to advise customers in a more practical and market-oriented way.
Knowledge about the Company
Company formation history (summary)
Company founder/Director
Policy: Focus on Quality – Customers
Harmonize interests between participating parties
