MARKETING

MAHARLIKA
CUSTOMER SERVICE STRATEGY
Sep 13, 2024
Amaikurut, Hasnaida P.
Macabato, Al Omaeir R.
Tabuclin, Elthea Rose D.
Taha, Sittie Ashya S.
Business Marketing
Adviser: Mokhalidah O. Mulok

CUSTOMER SERVICE STRATEGY
A. Customer personas
The target audience for our business are individuals, specifically:
● MSU-IIT IDS Students

- Students can use our Hobo Bag for their daily school needs. Its multiple
compartments allow them to carry various school supplies. It can serve as
an alternative to their regular school bags.
- Beyond school, the Hobo Bag is perfect for outings or practices. Its
aesthetic design complements their outfits.
- Our shell accessories add a touch of style and can be used as keychains
for the Hobo Bag. These accessories can also be repurposed as
necklaces or bracelets, depending on individual preferences.
- Both the Hobo Bag and shell jewelry make thoughtful gifts for friends,
family, or loved ones.
● MSU-IIT IDS Faculty and Staff
- Faculty and staff can use the Hobo Bag to carry their laptops and other
office essentials. Its spacious design makes it convenient for carrying
everything in one bag, whether going to the office or classrooms. It can
also serve as an everyday bag for faculty and staff.
● Workers/Working Individuals
- The Hobo Bag is a practical and stylish option for workers and working
individuals. Its multiple compartments and spacious design make it ideal
for carrying work essentials, while its aesthetic appeal adds a touch of
style to their professional attire.
To understand the service preferences of MSU-IIT IDS Students, we will conduct

a survey using random sampling. A representative class from each grade level will be
selected, and survey questionnaires will be distributed to the students. The survey will
gather data on their preferences and needs, which we will analyze to identify key trends
and insights. This information will then be used to enhance our future services and better
cater to the specific requirements of our student customers.
B. Communication channels
In our business, we plan to utilize social media platforms to showcase our

products to potential and target customers. To ensure quick and convenient
communication, we will use live chat and various social media channels, such as:
1. Instagram
Instagram serves as a powerful communication and marketing tool that enables

businesses to connect with their audience, showcase their products visually, and drive
engagement and sales. With its vast user base and engaging features, Instagram is
essential for any modern communication channel.
2. Facebook
Using Facebook as a communication channel for your business is highly

beneficial due to its massive audience of over 2.7 billion monthly active users, allowing
for extensive reach and brand visibility. The platform's targeted advertising options
enable you to connect with specific demographics, making marketing cost-effective and
efficient. Additionally, Facebook enhances customer engagement through direct
interactions, improving customer service and fostering relationships.
3. Tiktok
TikTok offers unparalleled reach to younger generations, with over 1 billion

monthly active users spending an average of 1 hour per day on the platform. The app
boasts higher engagement rates compared to other social media, with users enjoying a
17.5% engagement rate. Businesses can leverage TikTok's advanced targeting options,
budget-friendly ad formats, and AI-powered ad delivery system to effectively promote
their products and services to a vast audience.
This approach allows us to monitor our business pages closely, making it easier
to respond promptly to customer inquiries. Given that the Philippines is known as the
Social Media Capital of the world, and that most Filipinos use social media daily, this
strategy aligns well with local trends. We will also explore additional communication tools
and integrations to ensure the most efficient and user-friendly experience for both buyers
and sellers.
C. Support team structure
The customer service team will include all group members, organized under one
leader and three support members. The leader will be Thea and the remaining team
members Hasnaida, Omaeir, and Aya will have specific responsibilities. Each member
will assist one another as needed, collaborating closely with the leader to ensure smooth
daily operations and maintain high-quality customer service.
Elthea Rose D. Tabuclin

will serve as the leader, overseeing overall operations, assigning tasks, and
handling escalated or complex customer issues. She will also ensure that team
goals, such as response times and customer satisfaction, are achieved while
acting as the liaison with other departments.
Al Omaeir R. Macabato
will manage communication channel inquiries, handling written inquiries,
processing orders, and product issues.
Hasnaida P. Amaikurut
will focus on managing complaints and feedback, working closely with
dissatisfied customers to resolve their concerns and gather insights for service
improvements.
Sittie Ashya S. Taha

will handle customer follow-ups, ensuring that unresolved issues are tracked and
addressed, while providing customers with timely updates.
D. Service Expectations
1. Response Time
a. Timely Communication
i. We promise to acknowledge all customer inquiries within 24 hours. Our
goal is to ensure you feel heard and valued.
ii. If your issue requires further investigation, we will provide an update
within 48 hours to keep you informed of our progress.
b. Availability
i. Our customer support team is available from 9 AM to 6 PM (local time),
Monday through Friday. We also offer emergency support for urgent
matters outside of these hours.
2. Issue Resolution
a. Efficient Problem-Solving
i. We commit to resolving most issues within 3 business days. For more
complex issues, we will provide a clear timeline and regular updates until
resolution.
ii. If your issue is not resolved to your satisfaction, you can escalate it to a
senior representative, who will respond within 24 hours.
b. Customer Feedback
i. After resolving an issue, we will reach out to ensure that you are satisfied
with the solution and to gather feedback for continuous improvement.
3. Product Quality
a. Quality Assurance
i. We guarantee that all products meet our high-quality standards. Each
product undergoes rigorous testing to ensure it meets customer
expectations.
ii. If you are not satisfied with your purchase within 30 days, we offer a
hassle-free return or exchange policy.
b. Continuous Improvement
i. We actively seek customer feedback to enhance our products and
services. Your insights are invaluable in helping us maintain and improve
our quality standards.
4. Transparency and Accountability
a. Clear Communication
i. We will keep you informed about any changes to our services, response
times, or policies, ensuring transparency in our operations.
ii. We take responsibility for our commitments. If we fail to meet our service
expectations, we will inform you and offer appropriate compensation.
E. Handling Complaints
Resolving customer complaints effectively is important for keeping good

relationships and ensuring customer satisfaction. The team will be following this process.
The process starts with listening to the customer and acknowledging their concerns,
which helps calm them down and makes them feel appreciated. Next, we will ask
questions to gather more information and fully understand the issue. We will look into the
situation to find out what caused the problem, which might involve checking the
customer's history or talking with team members. Once we understand the issue, we will
offer a solution that directly addresses the complaint. If we can’t resolve it right away, we
would let the customer know what the next steps are and when they can expect a
resolution. After fixing the problem, we will follow up the customer to make sure they are
happy with the solution, showing our care about their experience. Common complaints
include long wait times, unresolved issues, product quality problems, poor customer
service, and miscommunication. Solutions can include offering replacements for faulty
products, and training support staff regularly.
F. Customer Feedback and Loyalty
To gather feedback and retain customers, we will incorporate QR codes into our
packaging, allowing customers to easily scan and share their experiences with our
products. This convenient method encourages more feedback by simplifying the
process. To retain customers, we will focus on providing excellent customer service,
offering loyalty programs, and regularly engaging with our audience through
personalized messages, promotions, and social media updates. We will also use
feedback to continually improve our products and services, ensuring that customers feel
valued and are more likely to return for future purchases.

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MAHARLIKA

CUSTOMER SERVICE STRATEGY

Sep 13, 2024

Adviser: Mokhalidah O. Mulok

The target audience for our business are individuals, specifically:

● MSU-IIT IDS Students

● MSU-IIT IDS Faculty and Staff

To understand the service preferences of MSU-IIT IDS Students, we will conduct

In our business, we plan to utilize social media platforms to showcase our

Instagram serves as a powerful communication and marketing tool that enables

Using Facebook as a communication channel for your business is highly

TikTok offers unparalleled reach to younger generations, with over 1 billion

C. Support team structure

Elthea Rose D. Tabuclin

Sittie Ashya S. Taha

Resolving customer complaints effectively is important for keeping good

F. Customer Feedback and Loyalty

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