PROJECT PROPOSAL

BATANGAS TRAINING SPECIALIST

(Customer Service Training)

______________________________

Presented to
Dr. Jesus P. Briones, FBE
University of Batangas
______________________________

In partial fulfillment

of the requirement for the subject

MBBA 517 - PROJECT MANAGEMENT

By:

Cometa, Ma. Erica Janine

Cueto, Maristine
Fallarme, Bryan Blair
Lumanglas, Erwin
Mendoza, Julius Eric

Master in Business Administration

Major in Business Management

May 2019
INTRODUCTION

While a variety of elements go into creating a successful business,

customer service is center-stage. Every interaction the company has with a
customer (or potential customer) can affect the business’ bottom line. Often,
customer service is what separates companies that thrive from those that fail.
This is why it is imperative that businesses invest in quality customer service
training programs.

BACKGROUND OF THE COMPANY

The Batangas Training Specialist or most popularly known as BTS, was

founded in 2015 by Erwin Lumanglas. Mr. Lumanglas, who was working as a
General Manager in a five-star hotel in New York, USA discovered a big problem
in Customer Service Training when he stayed in one of the hotels in Batangas
City during his vacation. Later on, new partners joined the company. With the
passion for excellent service and top-notch experience, he and his colleagues
decided that it’s about time to bring their expertise in training employee of front of
the house establishments in Batangas City area. With the group’ combined
talent in customer service, accounting and Information technology, BTS was
borne.

Until this day, BTS is the first Customer Service Training in Batangas City
and its nearby Cities to provide in-house seminars to group of individuals working
in hotels, motels, restaurants, resorts, offices and schools. BTS was also
awarded with the ratings of Excellent for the past four years and was proclaimed
as the only Accredited Training Center in Batangas province focusing on
Customer Service by TESDA. This achievement displays the commitment and
dedication of BTS in providing the exemplary service to its clients in every task
given to them.

MISSION

Our mission is dedication to the highest quality of customer service

training delivered with a sense of warmth, friendliness, individual pride, and
company spirit.

VISION

To be the most outstanding customer service training center in the country.

ORGANIZATIONAL STRUCTURE

The Batangas Training Specialist are composed of the following management

team:

MANAGING DIRECTOR &

LEAD FACILITATOR
ERWIN LUMANGLAS

CUSTOMER SERVICE MARKETING & SALES

OPERATION MANAGER ASSISTANT

BRYAN BLAIR FALLARME MARISTINE CUETO

CUSTOMER SERVICE CUSTOMER SERVICE

TRAINER (COMMUNICATION TRAINER
SKILLS) (CONFLICT RESOLUTION)

JULIUS ERIC MENDOZA MA. ERICA JANINE COMETA

DUTIES AND RESPONSIBILITES

Managing Director/Lead Facilitator

 Develops and implements policies.

 Responsible for employees’ training and development.
 Partners with the management team to align customer service department
policies and systems with the company's objectives.
 Oversees customer issues and ensure effective and long-term problem
resolution.
 Develops and implements procedures pertinent to the effective and
efficient operation of the Customer Service Department.
  Monitors programs and procedures to ensure on-time delivery and
customer satisfaction.
 Maintains in-depth working knowledge of Company XYZ systems and
processes.
 Sets performance standards to meet service goals of company.
 Coaches Customer Service Team in order to achieve high performance.
 Structures the training agenda for department members.
 Measures Customer Service Representatives’ performance and makes
employment decisions.
 Provides feedback to the company regarding service failures or customer
concerns.
 Provides feedback to Operations team to ensure all customers have
accurate and timely information on order status and/or changes.
 Works continually towards self-development to stay current on customer
service, sales and supervisory procedures & practices.
 Assists Customer Service Representatives, Reps/Dealers/Sales in
troubleshooting orders that require special handling.
 Responds to customer inquiries and problem solving in a professional and
effective fashion.
 Acts as a resource in resolving customer issues brought to the
Department by utilizing excellent Company XYZ process knowledge and
strong skills in negotiating and selling.
 Performs other related duties as assigned.

Competencies

 Communication Proficiency.
 Customer/Client Focus.
 Decision Making.
 Discretion.
 Flexibility.
 Leadership.
 Problem Solving/Analysis.
 Results Driven.
 Teamwork Orientation.
 Technical Capacity.

Supervisory Responsibility
This position manages all employees of the department and is responsible
for the performance management and hiring of the employees within that
department.
Customer Service Operation Manager

 Providing the direction, leadership, and coaching for the CS teams to

achieve and exceed service objectives
 Advancing the professional development, professional conduct, and
service efficiency of the CS teams
 Managing and coordinating the appropriate use of third-party contractors /
subcontractors to achieve customer retention, satisfaction, and growth
 Driving both top-line and bottom-line with commercial strategies and
efficient service team structure / processes
 Planning and conducting regional service meetings with clear objectives
 Managing response to customer breakdowns within the contracted time
 Driving service performance to meet customers' expectations within budget
 Ensuring the CS teams adopts current technology and maintenance
service practices
 Ensuring a seamless handover from the Project team for new projects
going live
 Coordinating with the Controls for incident response and resolution
 Actively contributing to service improvement projects across the region
 Building relationships with key customers for direct feedback on service
standards and improvement opportunities, and developing market contacts
 Identifying opportunities to increase support to existing customers and new
business leads
 Reviewing and implementing appropriate system modifications according
to customers' requirements
 Preparation of quotations and estimates for maintenance contracts, spare
parts, installation, repair, and customer support
 Service contract negotiations with customers and external providers
 Liaising with product centers and key suppliers to provide technical
clarifications
 Providing regular staff usage reports and forecast staff requirements to
enable forward planning of resources
 Achieving financial objectives and customer satisfaction goals
 Championing safe work culture and ensure safety measures are adhered
to by the service team

Customer Service Trainers

 Develop digital and print educational material (e.g. videos and manuals)
 Organize classroom-style seminars about product features and sales
techniques
  Conduct role-playing activities to develop interpersonal skills (e.g.
negotiation, teamwork and conflict management)
 Identify individual and team skills gaps
 Schedule regular training sessions (e.g. monthly or quarterly)
 Ensure new hires take on basic sales training courses, including
communication and troubleshooting skills
 Liaise with managers and encourage on-the-job coaching (e.g. how to
handle difficult client cases)
 Coordinate mentorship programs for new customer service
representatives
 Assess the impact of each educational course on staff performance and
client satisfaction
 Maintain updated records of training curricula and material

Marketing and Sales Assistant

 Contributes information, ideas, and research to help develop marketing

strategies
 Helps to detail, design, and implement marketing plans for each product or
service being offered
 Sets marketing schedules and coordinates with colleagues, sponsors,
media representatives, and other professionals to implement strategies
across multiple channels
 Develops sales strategies and approaches for various products and
services, such as special promotions, sponsored events, etc.
 Answers questions from clients about product and service benefits
 Maintains excellent relationships with clients through superior customer
service
 Tracks sales data and works to meet quotas or sales team goals
 Analyses trends, data, demographics, pricing strategies, and other
information that can potentially improve marketing and sales performance
 Creates and presents regular performance reports for managers and
executives
 Helps to interview, hire, manage, and direct members of the company's
marketing and sales teams
 Assigns specific employees to marketing and sales projects or client
accounts as needed
 Implements and adheres to company policies and procedures
 Attends trade shows and travels to meet clients as needed
RESOURCES

Nowadays employers are finding there are a number of effective customer

service skills training systems and programs they can use to bring their staff up-
to-date with modern workplace practices.

Batangas Training Specialist don’t need to do everything when it comes to

customer service skills training, we have many resources exist to help our client
get on the right track to delivering great customer service.

Starting a customer service training business will allow us to teach valuable

skills, and help companies and employees reach their potential. Customer
service is the backbone of every business, but some companies do not have the
time, staff or information necessary for proper training. As a customer service
trainer, we can fill this need while making money and setting our own hours.
Aside from public speaking and presentation abilities, a modest equipment
investment and marketing efforts are all that is needed to start this new customer
training business.

1. Register the business name and obtain a business permit at the local town
office. No special licenses are required to become a customer service
trainer.
2. Register the business with your state business office for tax purposes.
You may use your personal Social Security number or apply for a tax
identification number from the Internal Revenue Service.
3. Purchase business cards, brochures, stationery and other marketing
materials from your local printer. You may also purchase a domain name
and website package from a web hosting service to use for marketing
purposes.
4. Purchase a laptop printer or use your existing unit, a computer projector
and projection screen from a computer or training supply store.
5. Consider taking presentation skill courses and other train-the-trainer
classes at a training school to earn certifications. Although certifications
are not necessary, they will help build your credibility as an expert in your
field and assist in your marketing efforts.
6. Create customer service training modules or purchase them from a
training company. Slide show computer software, included with most
major office software packages, will be necessary to run the
presentations.
7. Create a list of fees for your services. You may charge by the class, per
attendee with a minimum charge or by the hour.
8. Make a list of businesses in your market area that may benefit from
customer service training. Use a computer spreadsheet or database
program to keep track of your list.
 9. Call businesses on your list and inquire about their interest in your
services. You may also prepare and mail marketing material packages to
prospects.
10. Join your local Chamber of Commerce and other local organizations.
Networking with other business people will help your marketing efforts and
may result in interested clients and referrals.

ABOUT OUR SPEAKERS

ERWIN LUMANGLAS

He spent 15 years managing various hotels in New York, USA. His

expertise as General Manager is not limited to all department of hotel industry.
From dealing with international guests and employees with different races, he
decided to put up his training center in Batangas City to advance the Customer
Service expertise of hotel and restaurant employees in Batangas at an
international level. His achievements were featured in GMA’s OFW Diaries and
ANC’s Trending with Kelly. Currently, he is the face of MX3 TV commercial, and
an industry practitioner at the University of Batangas’ College of Tourism and
Hospitality Management and College of Business and Accountancy, and one of
the facilitators in BTS Customer Service Training. His expertise are front office
operations, how to handle customer complaints, proper verbiage to use in
business and customer satisfaction.
JULIUS ERIC MENDOZA

Julius Eric E. Mendoza graduated at University of Batangas with a degree

in Bachelor of Science in International Hospitality Management. He is now a
Senior High School teacher for Technical-Vocational-Livelihood Track at
University of Batangas. During his college days, he was the Program
Development Officer of UB Student Government for two years. He also handled
the Association of International Hospitality Management Students and Event
Class of 2015. He attended various leadership trainings and seminars inside and
outside Batangas City. In addition, he is one of the founders of Kaya Natin
Movement for Good Governance and Ethical Leadership - UB Chapter and now
appointed as Adviser. He believes that sharing his experiences will be his
greatest contribution in this endeavor.

MA. ERICA JANINE COMETA

She is a graduate of Bachelor of Science in Business Administration Major

in Accounting Management. She is currently a Senior High School instructor
teaching accounting, marketing, business finance, business ethics and social
responsibility subjects. Before being inclined to academe, she’s been a customer
service representative for five years in a service business in Laguna and
Batangas branches. This has been the reason for her in joining the training
center in Batangas City. She believes that the training center would have a great
contribution to the improvement of customer service in hotels and restaurants in
Batangas City.

BENEFITS

In the tourism and hospitality industry, the success or failure of our businesses
and destinations depends on service. With BTS, our expert trainers guaranteed
upon completion of the seminar the following:
 Improved skills and attitudes for front of the house employees
 Will develop better communication skills
 Better understanding of workplace practices
 Increased morale and confidence
 Self-satisfaction and work satisfaction
 Increased participation in problem solving
 Greater job/career advancement potential
 Greater interest and willingness to participate in further training
 More independence in dealing with guest issues.

RISKS

BTS anticipates various risks and threats to their business but their owners and
trainers have a readily available mitigation and control which are as follows:

Risks and Threats Mitigation and Control

Most hotels are already providing
training for their employees through
their HR.
Clients think that it’s costly on their
partto pay outside 3rd party trainers.
Some of the training topics are already
being discussed in college campuses
BTS guarantees the client that they are
the only training center in Batangas
City that can provide updated and
proven and tested approach that even
their HR department must learn
through BTS alone.
BTS guarantees that the fees paid to
them are worth every single penny and
employees learning from the training
will be valuable to the company.
BTS continues to update their learning
skills by attending seminars locally and
internationally and the only
establishment that is accredited by

Newly established competition in the
area.
Customer’s engagement in the training
process
Number of attendees during the
training
Guaranteed Return on Investment after
the training
TESDA.
Till this day, BTS is the number one
training center in Batangas province
that provides quality training and
remain unbeatable.
Our trainer’s expertise knows how to
engage each attendee after breaking
the ice till the last part of the session.
The training is composed of different
activities that can eliminate any dull
moment.
BTS provides option for small and large
participants and can adjust to its
clients’ needs
BTS guarantees that after the training,
the client’s employee will benefit
professionally that will help their
establishment eliminate any
complaints, therefore creating more
revenue.

ASSUMPTIONS

The method of training is as follows:

The training is to be:

 Delivered in an enthusiastic and interesting way that will involve all the
delegates.
 Whilst being consistent with the plan, the training must be flexible and
responsive to the needs of the individual delegate group.
 Highly practical, structured and organized.

The training method follows this general pattern:

1. The trainer gives a clear explanation of the point in question with specific
examples.
2. Then, the delegates practice by doing an exercise with each other.
3. The delegates practice by doing exercises with the trainer.
4. All points are supported with full written notes to take away.
5. Delegates are asked to write down an associated action, for each point
made. (At the end of the day, we have about twenty such actions, from
which the delegates choose six which are the most personally meaningful
STATEMENT OF CUSTOMER NEEDS

Innovation is the process of devising a solution that addresses unmet

customer needs. To win at innovation, a company must be able to uncover all the
customers’ needs, figure out which are unmet and then work to devise solutions
that will address them.
Customer service is unpredictable in any industry, but it is a necessary
practice to attract and retain clients. The purpose of Batangas Training
Specialists is to cater our customer the training needed, to ensure the company
produces a profit and delivers services and products that satisfy and please
clients.
The customer need statement below provides a clear explanation of
an issue being addressed by a proposal template. Every proposal hinge on
how well the need statement is written and how it conveys the message
across much like a mission statement would to a company or organization. It
holds significant importance over any proposal since it clearly defines the
problem or issue in relation to the solutions presented in the proposal. It
also sets the tone for the entirety of the business statements that follow and how
to go about solving the issues stated.
SAMPLE REQUEST FOR PROPOSAL (RFP)

24 May 2019

Erwin Lumanglas
Batangas Training Specialist (BTS)
Batangas City, Batangas
4200

REQUEST FOR PROPOSAL

To whom it may concern:

Our company is looking for the type of service you are currently providing.
We’ve been searching for the last weeks to provide customer service
trainings to our staffs. Finally, we retained a few potential providers that
seem to be dominant players in the market. We have evaluated your service
and we are happy to confirm that your company belongs to the shortlist.

Please provide your description and quotation for the service your company
is offering including all relevant documentation about your company and your
service such as course outlines and materials. Please put an emphasis on
what sets your company apart from others.

Hope to hear from you soonest.

Sincerely,

Ivan Tan
HR Manager
(043)688-9865
tan.ivan@pontefino.com
PROJECT SCOPE

BTS’ Customer Service Training goal is to provide a good course that will give
the hotels and restaurants employees’ in Batangas a sound and practical
guidance on how to get the best performance from themselves and the whole
team. In connection to this, the BTS have come up to special topics to discuss
during the training. These are the following:

MORNING SESSION:

 Proper grooming and posture while at the front desk

 Professional practices and telephone manners
 Review of company standard operating procedures
 Dos and don’ts while engaging with customers

AFTERNOON SESSION

 How to handle customer complaints professionally

 Proper verbiage to use in a hospitality world
 How to convert NO to YES
 How to be the leader of customer satisfaction

At the end of every session, there will be an open forum to answer

questions from the participants. There will also be a post evaluation after the
one-day training in order for the BTS to improve their training program.
PROGRAM SCHEDULE

The Batangas Training Specialist will have the following time table for the
training:

TIME ACTIVITY/TOPICS
MORNING SESSION
8:00 - 8:15 Invocation, Philippine National Anthem, Introduction of
Speaker/Trainer
8:15 - 9:00 Training Proper:
Proper grooming and posture while at the front desk
9:00 - 9:45 Professional practices and telephone manners
9:45 - 10:00 Role playing involving telephone etiquette
10:00 - 10:15 AM SNACKS
10:15 - 11:00 Review of company standard operating procedures
11:00 - 11:45 Do’s and donts while engaging with customers
11:45 - 12:00 Open forum
12:00 - 1:00 LUNCH BREAK
AFTERNOON SESSION
1:00 - 1:15 Ice breaker game
1:15 - 1:45 How to handle customer complaints professionally
1:45 - 2:15 Proper verbiage to use in a hospitality world
2:15 - 2:45 Role playing in dealing guest issues and how to solve them
2:45 - 3:00 Open forum
3:00 - 3:15 PM SNACKS
3:15 - 4:00 How to convert NO to YES
4:00 - 4:45 How to be the leader of customer satisfaction
4:45 - 5:00 Training Evaluation
5:00 Graduation (Distribution of certificates)

PRICING

Daily rate is 2,000.00 PHP (VAT included) for up to 20 delegates. Plus

1,900.00 PHP (VAT included) for each additional delegate over 20. Payment
should be made at least one week before the desired schedule. Registration on
site will not be allowed.
Payment methods:

• Cash
• Bank Transfer
• Direct Deposit
• Paypal/Credit Card
• GCash/Mobile Payment

Inclusions:

• Full days training

• Full course notes
• Written action plan to take away
• Access to our post course portal
• Plus, three months’ free telephone coaching to answer any on-going
questions.
• You will receive email and telephone supports from your trainer after you have
attended the course.

DRESS CODE POLICY

Participants are requested to wear a business or casual attire. Please do

not wear anything that other participants might find offensive or that might
make others uncomfortable. It includes clothing with profane language
statements or clothing that promotes causes that include, but are not
limited to, politics, religion, sexuality, race, age, gender, and ethnicity.