may branch awards
DESCRIPTION
Human Nature May Branch AwardsTRANSCRIPT
BRANCH AWARDS
To be eligible for the
branch awards, a branch
should hit sales target at
100% and must be in
operation for 4 full months.
Clusters with no awardees
equate to no qualified
winner for specified cluster.
This is the number of people who
registered and signed up for
dealership within the month.
This reflects the efforts of a branch to
proactively introduce the business
opportunity and advocacy to more
people, and to capture the market in
its respective area.
CLUSTER 1 Baguio City
73 new recruits
CLUSTER 2 Iloilo City
29 new recruits
CLUSTER 3 Antipolo City
73 new recruits
CLUSTER 4 Santiago, Isabela
9 new recruits
This is the number of current month’s
active dealers vs. previous month’s
active dealers.
It is a measure of the branch’s ability to
engage its customers and maintain
them, side by side with recruiting new
dealers. It implies excellent customer
service practices.
CLUSTER 1 Baguio City
331 active dealers vs. 295 in April
CLUSTER 2 Davao
472 active dealers vs. 415 in April
CLUSTER 3 Antipolo City
245 active dealers vs. 191 in April
CLUSTER 4 Tagbilaran City, Bohol
82 active dealers vs. 78 in April
This is the percentage of increase in
month actual sales versus their monthly
sales target.
Reflects the over-all ability of a branch
to increase productivity of dealers,
maintain customers through customer
service excellence, and ability to recruit
more dealers and customers.
CLUSTER 1 Baguio City
258% sales achievement vs. sales target
CLUSTER 2 Davao
110% sales achievement vs. sales target
CLUSTER 3 Cabanatuan City
109% sales achievement vs. sales target
CLUSTER 4 Naga City
129% sales achievement vs. sales target
These branches performed very well in
the month of April beating their sales
target at more than 100%.
Target Beaters
Baguio City
258% sales achievement
Honor Roll
These branches performed are the
ones who have beaten their
year-to-date sales target versus 2013.
Year-to-Date Target Beaters
Baguio 201%
Cavite 148%
Naga 128%
Mandaue City 117%
Bulacan 115%
Santiago 112%
Manila City 112%
Iloilo City 111%
Cebu City 111%
Pampanga 110%
Davao City 107%
Cabanatuan 107%
CDO 106%
Antipolo 105%
Pasig 103%
Paranaque 102%
Congratulations everyone for a job well done!
Now for a short review on our
Customer Service Policies
and Procedures
(Please prepare to read thoroughly, the next slides
are quite technical but surely helpful for your branch)
Objectives
Familiarize with Human Heart Nature’s CS
Policies and Procedures
Identify Types of Complaint
Reporting Product Returned (Forms Annex
I/II/III, PRS)
Proper handling of Return and Exchange
Exceptions Handling
Remember our
GOLDEN RULE:
“All customers
must leave your
branch happy!”
Reasons for Product Return
Reason Validity Restocking Fee Product Condition Retrieval
1.Unsatisfied within 30 days No Used / Unused Customer
2.Unsold within 30 days Yes Unused Customer
3.Wrong Product within 30 days No Unused Customer
4. Quality & Adverse Effects
within Expiration No Used / Unused Branch
1.Unsatisfied Customers
2.Unsold Products from the Dealer
3.Ordered the Wrong Product
4.Quality or Adverse Effects
Unsatisfied
There is nothing wrong with the product but the customer
is not happy with it (i.e. shade, scent, texture)
Unused – back to stock; Used – for disposal
Must be returned within 30 days upon purchase.
No restocking fee is collected.
Item should be returned at the branch where it was
purchased at the customers expense.
Unsold Items from the Dealer
There is nothing wrong with the product & it is unused.
Within 30 days upon Purchase.
Back to stock with PhP 5.00 restocking Fee
Item should be returned at the branch where it was
purchased at the customers expense.
Guidelines on
RETURN AND EXCHANGE
Ordered the Wrong Product • Customer purchased the wrong item.
• There is nothing wrong with the product & it is unused.
Within 30 days Upon Purchase.
Back to stock, with NO restocking fee.
Item should be returned at the branch where it was
purchased at their expense.
Guidelines on
RETURN AND EXCHANGE
Product Quality or Adverse Effects • Inconsistency with the standard quality of the product
(Packaging or content).
• Use of the product resulted to adverse reaction.
Adverse effect - needs to be tested by our R &D Team.
Product inconsistency – To be checked by QA Team
Product returned must be with the indicated expiration date.
Item(s) should be returned at the branch where it was purchased especially for Credit Note request.
Guidelines on
RETURN AND EXCHANGE Replacement
Price of replacement item must be equal to the amount of original item
purchased.
If the price is lower the remaining amount will be made into Credit Note
If the amount of replacement is higher customer needs to top up the
difference
Shipping of returned items due to complaint is free
For items that would cost more to retrieve (e.g. lip balm), we no longer
retrieve the item
All items that caused any adverse effect should be retrieve for testing
Remember our
GOLDEN RULE:
“All customers
must leave your
branch happy!”
Exceptions Handling
Replacement/Credit Note(CN)
For customers who can no longer return the item (e.g. broken container, unable to send it through courier) customer can just send us a photo of the item.
If item can’t be returned or no proof of purchase can be given:
No replacement/CN
However a discount may be given to compensate
for their next purchase
Exceptions Handling
Missing items Shop purchased items are supposed to be checked when taken.
If the items are just to be collected, each item should be taken out of the bag/box and checked in front of the customer.
Should be reported immediately within 24 hours.
2-3 days extension for the first instance only.
Can claim for items at the customers convenient time as long as reportedly within allowed timeframe.
If customer can no longer go back to the branch of purchase to
retrieve the item, we will just send it to them.
Exceptions Handling Extension on Return & Exchange
Strictly 30 days from date of purchase.
If customers insists can be extended for 3-5 days.
For longer periods (i.e. weeks, months) Head Office
approval is required.
Head Office may or may not grant the request or offer a
partial credit depending on the customers purchases.
Exceptions Handling Refund
Should be the last option given to the customers.
If customer prefers this then we grant their request
Remember our
GOLDEN RULE:
“All customers
must leave your
branch happy!”
Batch Code and Expiration
Batch Code and Expiration
Dented or broken newly purchased item
Defective, missing or damaged packaging
(e.g. dented bottle, peeled off label, loose cap)
Inconsistencies in product content
(e.g. separation, runny, turned sour, discoloration)
REPORTING OF PRODUCT RETURNS
Annex 1 Form or Product Defect Report
REPORTING OF PRODUCT RETURNS
Annex 1 Form or Product Defect Report
REPORTING OF PRODUCT RETURNS
Product Content is Oily.
There is a strand of hair inside the bottle.
Near Expiry
Annex 1 Form or Product Defect Report
For any adverse effect experience upon using our products (e.g. Irritation, itching, body odor)
The form should be completed by the customer who experienced the reaction.
All fields should be filled out.
Item(s) should be sent to Head Office ASAP for investigation/R&D testing.
REPORTING OF PRODUCT RETURNS
Annex 2 Form or Product Complaint Report
REPORTING OF PRODUCT RETURNS
Annex 2 Form or Product Complaint Report
Juan dela Cruz
120456
BBC213-0023
December 25, 2013
(02) 224-2223
Juan dela Cruz Baguio Branch
X
31 Male
Married Skin Type is Fair and Oily with occasional acne breakouts Exfoliant Seafood , Dust etc.
200ml Nourishing Face Toner
073012 2G020M exp 07/30/2014 December 20,, 2013, Head Office December 25, 2013
Used. Half bottle consumed
As soon as I purchased it. August 17
Stinging Sensation after applying the product. Small bumps appeared on my face after second use. Itchy but not red.
As soon as I used it the first time and the bumps on the second time.
First Time. I never used the product after the second time. I’m afraid that it’ll gets worse.
Yes. With other face products.
Ponds Antibacterial Facial Wash and SK-II Facial Treatment Repair C
Yes.
REPORTING OF PRODUCT RETURNS
Annex 2 Form or Product Complaint Report
REPORTING OF PRODUCT RETURNS
Annex 3 Form or Animal Product
Complaint Report
Annex 3A
Annex 3C – For Cats
Annex 3D – For Dogs
REPORTING OF PRODUCT RETURNS
Annex 3 Form or Animal Product Complaint Report
LHN13080703 Exp: 08/20/2014
REPORTING OF PRODUCT RETURNS
Annex 3 Form or Animal Product Complaint Report
REPORTING OF PRODUCT RETURNS
Annex 3 Form or Animal Product Complaint Report
REPORTING OF PRODUCT RETURNS
Annex 3 Form or Animal Product Complaint Report
Record of all returns including branch returns.
Accomplish form by branch staff in duplicate (for GKI and
branch).
Should accurately log in all returns.
Ensure that you are using the updated form.
Should always attach corresponding feedback forms with the
PRS (Product Return Slip).
REMINDER: Write all returns in one form NOT ONE
PRODUCT PER FORM.
PRODUCT RETURN SLIP
PRODUCT RETURN SLIP
Baguio Branch December 25, 2013
FGFAC0013 100ml Sunflower Seed Beauty Oil 2 Leakage MKLIP012 Lipstick First Kiss 1 Broken lipstick
FGSHA0075 50ml Strengthening Shampoo PEPPERMINT 1 Itchiness
RETURNED TO HEAD OFFICE. FOR REPLACEMENT.
Juan Dela Cruz Baguio Branch
Lovelle Acapulco Head Office
127720
Branch returns that does not require feedback forms.
a) Delivery-related damages.
b) Pull-Outs (R&D/QA Request)
c) Approved returns (Near Expiry)
PRODUCT RETURN SLIP
Branch Product Returns
Products returned by the
branch/customer due to defect,
irritation or dissatisfaction. Need
to submit with Annex 1 or 2 form.
Ex: Pimples, broken pump, cracked
powder, foreign object.
PRODUCT RETURN SLIP
Quality-Related Product Returns
Do not wrap the feedback form around the product.
Attach a masking tape to the product and write the customer name and
reason for return.
Do not submit expired returns.
Contact your Account Manager for bulk returns before sending them to the
head office.
Submit uncommon irritation-related returns immediately to the Head
Office.
PRODUCT RETURN SLIP
Proper Handling
PRODUCT RETURNS
Return Item Label
Customer Name: Juan dela Cruz
Dealer ID Number: 112911
Date Purchased: December 1, 2013
Concern: Dented Bottles
Our Guiding Principle
Always do whatever it takes to make the customer
happy on first instance regardless of the scenario.
If it’s a second occurrence we would then be more
firm in the policies.
Put into writing why we are unable to grant the
customers request if the customer is clearly not
happy.
Thank you
and
happy selling!