Customer Service

I. Workforce Management System

Workforce Management System

Booking Engine

Task Management

V. My Network Solutions Client Bookings, Reservations, and Inquiries (SOPs and Workflow)

My Network Solutions Basic Call Center Spiel Guide (Greetings, Call-Back, Hold, Un-Hold, Transfer, and Closing Remarks) Service Dialogue Over the Phone, Chat, or Email

1. 👋 Opening Greetings (Intro)

Reservations: “Thank you for calling Spasify Hello, good morning/afternoon/evening! This is [Your Name] speaking, how may I help you?”

2. 👋 Inquiry or Complaint (Long Hold)

Reservations: “Yes, Sir/Mam [Client Name], I will check on the status of your complaint/query.”

Client: Okay.

Reservations: “Sir/Mam [Client Name], can I put you on hold for a minute or two while I exhaust my resources or would you prefer me to call you back in a few minutes with an answer?”

Client: Okay.

3. 👋 Call Back (Returning the Call)

Reservations: “Sir/Mam [Client Name], this is [Your Name] calling from Spasify, sorry we missed your call, how can we help you today?”

Client: Great, thanks for calling me back.

4. 👋 Hold the Call (Exhaust Resources)

Reservations: "Sir/Mam [Client Name] thank you for providing the information, can I hold you for a minute or two while I exhaust my resources?"

Client: Okay.

Reservations: "Thank you Sir/Mam [Client Name], please hold and stay on the line."

Client: Okay.

5. 👋 Hold the Call (Check Availability)

Reservations: "Sir/Mam [Client Name] can I hold you for a minute or two, while I confirm the availability of our Service Providers?"

Client: Okay.

Reservations: "Okay Sir/Mam [Client Name] please hold, and stay on the line."

Client: Okay.

6. 👋 Unhold the Call (Inform Positive Response)

Reservations: "Sir/Mam [Client Name] thank you for patiently waiting."

Client: Okay.

Reservations: "Your requested time slot is available, but, in order for me to create your booking please supply me with the following information."

Client: Okay.

7. 👋 Unhold the Call (Inform Negative Response)

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting."

Client: Okay.

Reservations: "I do apologize, but your requested time slot is not available, our next available time slot is at [State your Next Available TS]

Client: Okay.

8. 👋 Transfer the Call (Inform)

Reservations: "Sir/Mam [Client Name] thank you for providing the information, can I hold you for a minute or two while I transfer your call to the concerned department or to the next available specialist?”

Client: Okay.

Reservations: "Thank you Sir/Mam [Client Name], please hold and stay on the line."

Client: Okay.

9. 👋 Closing Remarks (Extro)

Reservations: "Sir/Mam [Client Name] is there anything else that I can help you with?"

Client: All good, thank you.

Reservations: "Okay, Sir/Mam [Client Name] once again, this is [Your Name] thank you for choosing Spasify, and have a wonderful day!"

Client: Okay.

A. My Network Solutions On-Site (Bookings & Reservations) Service Dialogue In Person

1. 👋 Greetings (Stand Up)

Reservations Specialist/OIC/Team Leader/Manager should always stand up and give courtesy to the Client.

ⓘ New Client(s)

Reservations: “Good morning/afternoon/evening Sir/Mam! I’m [Your Name] Welcome to ABC Company! How can I help you? Do you have any advance booking reservations?” OR

Client: Yes.

ⓘ Returning Client(s)

Reservations: “Good evening Sir/Mam! I’m [Your Name] Welcome back to ABC Company! How can I help you? Do you have any advance booking reservations?”

Client: Yes.

ⓘ If yes, ask for the Booking ID then validate it using your dedicated ABC Company internal booking engine (Back-End).

Reservations: “Sir/Mam! May I know your Booking ID please?”

Client: My Booking ID is ABCD-123456.

Reservations: "Sir/Mam thank you for providing the information, please take a moment while I confirm it."

Client: Okay.

Reservations: “Sir/Mam! as per checking you have advance booking reservations with us for [No. of Pax] [Base Service] at [Time of Reservation].”

Client: Yes, that is correct.

ⓘ If none, proceed on asking the Client's requested Base Service and/or Service Provider, then proceed on verifying if the Client is an active Spasify VIP Member and already has an existing or previous Client Intake Form record.

2. 📇 Membership (On-Site Bookings & Reservations Only)

Reservations: “Sir/Mam are you an active Spasify VIP Member?”

Client: Yes.

Reservations: “Sir/Mam may I have your VIP Membership Card together with your valid ID please?”

Client: Here's my card and ID.

ⓘ If the client doesn't have the card, ask for a valid ID instead, then ask for the Client's Complete Name and the corresponding Spasify VIP Membership Type, and Card (Number) then, validate it using Spasify VIP Membership Responses in CMD.

Reservations: “Sir/Mam may I have your Complete Name, Membership Type, and (4) Digit Card Number if there's any?”

Client: My Complete Name is John Doe, I have a Gold VIP Membership, and my (4) Digit Card Number is 1234.

Reservations: "Sir/Mam thank you for providing the information, please take a moment while I confirm it."

Client: Okay.

Reservations: "Sir/Mam, as per checking your membership appears Active, and Valid in our system."

ⓘ if not, offer and discuss Spasify VIP Membership Program. If the Membership has already expired inform the Client immediately, then ask the Client if he wants to renew or to upgrade the VIP membership. Then, proceed to Step 3. Client Intake Form (Client Assessment).

Reservations: "Sir/Mam, as per checking your membership appears that it has already expired, would you like to renew it?"

ⓘ if the client wants to renew the membership, process the renewal using the POS (Point of Sale) system to punch and record the sale, then enroll it using Membership Sign Up Form.

Client: How can I renew and purchase my VIP Membership?

Reservations: "Sir/Mam, I will process it now."

Client: Okay.

3. 📋 Client Intake Form (Client Assessment)

Reservations: “Sir/Mam! Do you have a previous Client Intake Form Record?”

Client: I think so, could you please check it for me?

Reservations: "Sir/Mam thank you for providing the information, please take a moment while I confirm it."

Client: Okay.

ⓘ If the Client has an existing ABC Company Client Intake Form Record validate it in the ABC Company Client Intake Form Responses using your dedicated ABC Company CMD then, proceed on confirming the availability of our Service Provider then, get other vital Client's booking request details.

ⓘ Afterward, inform the next available Service Provider that there is an awaiting Client with an existing Client Intake Form record, then, instruct the Service Provider to check and provide you the Client's Vital Sign (Blood Pressure), Client's Name, Blood Pressure Reading and assigned "Room Queuing Number".

ⓘ If the Client doesn't have an existing ABC Company Client Intake Form Record kindly note it then, inform the Service Provider later to check Client's Vital Sign (Blood Pressure) and to conduct Client Assessment (Visual, Palpation, ROMA, and Sensory) and record it using Offline or Online Client Intake and Waiver Form.

Then, proceed on confirming the availability of our Service Provider then, get other Client's vital booking request details.

4. ☝️ Availability Confirmation (ISP and Services)

Reservations: "Sir/Mam please take a moment while I confirm the availability of our Service Providers?"

Client: Okay.

ⓘ If there is no available Service Provider for the Client's requested time of booking, ask the Client politely if he is willing to wait then, offer your available time-slots or;

ⓘ If there is an available Service Provider for the Client's requested time of booking, inform the Client immediately then, ask the Client's desired Base Service, Add-On Services or Package Service then, explain the differences for each service including the Health Benefits.

Reservations: "Sir/Mam we have the available Service Provider based on your requested time of booking, what services would you like to avail?

Client: I would like to have [Service] for [Duration].

5. 💳 Payment Method (Cash or Credit Card)

ⓘ Once the Client informs you about his desired service, ask the Client politely if the payment is Cash or Credit Card then, inform him of the total requested service fee.

Reservations: "Sir/Mam are you going to pay in Cash or Credit Card?"

Client: Cash.

Reservations: "Sir/Mam that would be "P600.00" or the "Total Requested Service Fee"

Client: Okay.

ⓘ If the Client chooses to pay using Credit Card, process the booking immediately, then, inform the Client about the online payment process.

Reservations: "Sir/Mam your booking request is well noted, you should receive SMS and Email Notification including the payment link to settle the full payment online, using your Debit, Credit, GCash or PayPal Account."

Client: Okay.

ⓘ Collect the Client's 100% full payment of the total requested services accordingly.

ⓘ Give the Client Surgical Mask and inform that as part of Spasify's Standard Operating Procedure we encourage all Clients to wear a mask for their own Health and Safety.

ⓘ Give the Client’s “Room Queuing Number”, then inform to hand it over to the attending Service Provider.

ⓘ Then, ask the Client if he wants to have a glass of water.

Reservations: "Sir/Mam would you like to have some water? Is it warm or cold?"

Client: Yes please, warm is okay.

ⓘ If yes, ask for the next available Service Provider to serve a glass of water for the Client. While waiting for the water to be served ask the Client to sit down first while waiting for the Service Provider.

Reservations: "Sir/Mam please take a sit the next available Service Provider shall attend you shortly."

Client: Okay.

ⓘ Then inform the next available Service Provider that there is an awaiting Client with an existing Client Intake Form record, then, instruct the Service Provider to check and provide you the Client's Vital Sign (Blood Pressure), Client's Name, Blood Pressure Reading, and assigned "Room Queuing Number".

ⓘ If none, inform the Service Provider later to check Client's Vital Sign (Blood Pressure) then conduct Client Assessment (Visual, Palpation, ROMA, and Sensory) and record it using Offline or Online Client Intake and Waiver Form.

6. 📝 Log (Job Order Log Sheet)

ⓘ Fill out the "Offline Job Order Log Sheet based on the Client Intake Form record then, submit it to the "Online Job Order Log Sheet”.

ⓘ After Client Assessment, the Service Provider will then ask the Client to proceed in the Foot Wash Area.

ⓘ After foot wash and returning back the basin, the service provider will ask you for the massage kit based on the given “Room Queuing Number” then, the Service Provider shall surrender his/her mobile phone. Service Sequence begins…

7. 👍 Done Session (Review and Feedback)

ⓘ Ask and remind the Service Provider to prepare the Client's preferred drink and hand the tip card. Then, ask for the Client's feedback.

Reservations: “Hi Sir/Mam, How’s your ABC Company Experience (Services)? Please inform me if you have any suggestions in order to improve our service."

ⓘ If none, up-sell your Regular or VIP Membership Cards, Gift Cards, and/or Prepaid Cards to the Client(s).

Reservations: “Sir/Mam, you may want to take advantage to purchase ABC Company VIP Membership Cards, Gift Cards and/or Prepaid Cards."

ⓘ Then ask for the Client's Review and Feedback afterward give ABC Company Business Card and inform that ABC Company also offers, On-Demand Home, Hotel, or Office Service.

Reservations: “Sir/Mam, ABC Company also offers, On-Demand Home, Hotel, or Office Service Nationwide."

Reservations: "Sir/Mam if you like our service please write us a great review regarding your ABC Company experience on our Facebook, Google, Yelp, or TripAdvisor Accounts."

Reservations: "Once again, Sir/Mam I’m Your Name your Reservation Specialist/OIC/Team Leader/Manager for Today/Tonight, thank you for choosing Spasify, see you on your next visit!"

ⓘ Then, when the Client leaves, ask and remind the Service Provider again to perform MUR (Make-Up Room).

B. My Network Solutions On-Demand (Bookings & Reservations) Service Dialogue In Person

1. 👋 Greetings (Stand Up)

Reservations Specialist/OIC/Team Leader/Manager should always stand up and give courtesy to the Client.

ⓘ New Client(s)

Reservations: “Good morning/afternoon/evening Sir/Mam! I’m [Your Name] Welcome to ABC Company! How can I help you? Do you have any advance booking reservations?” OR

Client: None. But, I would like to make an On-Demand Home Service reservation for two (2) pax this afternoon, around 3PM.

ⓘ Returning Client(s)

Reservations: “Good evening Sir/Mam! I’m [Your Name] Welcome back to ABC Company! How can I help you? Do you have any advance booking reservations?”

Client: None. But, I would like to make an On-Demand Home Service reservation for two (2) pax this afternoon, around 3PM.

ⓘ If none, proceed on verifying if the Client already has an existing or previous Customer Account record.

2. 📋 Customer Account Record (Booking Engine)

Reservations: “Sir/Mam do you have an existing ABC Company Customer Account Record?”

ⓘ If the Client has an existing ABC Company Customer Account Record validate it in the live Booking form using your dedicated Spasify Booking Engine (Back-End) then, proceed on confirming the availability of our Service Provider then, get other vital Client's booking details.

Client: I think so, could you please check it for me?

Reservations: “Sir/Mam may I have your Complete Name please?”

Client: My Complete Name is John Doe.

Reservations: "Sir/Mam thank you for providing the information, please take a moment while I confirm it."

Client: Okay.

Reservations: "Sir/Mam, as per checking you already have ABC Company Customer Account Record in our system."

ⓘ If the Client doesn't have an existing ABC Company Customer Account Record kindly note it, then get the Client's vital booking details, then create a new Customer Account Record later after confirming the availability of the Service provider.

Reservations: "Sir/Mam, as per checking your complete name doesn't appear in our system, but I will create one for you."

3. ☝️ Availability Confirmation (ISP and Services)

Reservations: "Sir/Mam please take a moment while I confirm the availability of our Service Providers?"

Client: Okay.

Reservations: "Thank you Sir/Mam"

Spasify On-Demand (Home, Hotel, or Office Service Requests)

ⓘ If there is no available Service Provider for the Client's requested time of booking, ask the Client politely if he is willing to wait then, offer your available time-slots or;

ⓘ If the requested time of booking is upfront, inform the Client that the requested time of booking is not available, then offer your next available time-slots.

ⓘ If there is an available Service Provider for the Client's requested time of booking, inform the Client immediately then, ask the Client's desired Base Service, Add-On Services, or Package Service then, explain the differences for each service including the Health Benefits then, proceed on creating the booking request.

Reservations: "Sir/Mam we have the available Service Provider based on your requested time of booking but, in order for me to create your booking please supply me the following information."

Client: Okay.

3.1. 📋 Vital Booking Details

ⓘ Fill-out using ABC Company Reservations Log Sheet

Reservations: "Sir/Mam may I have your/the;" (Repeat as Needed)

- - - Valid Government ID (Scan or Take a Photo then, send to CRD)
    - Time and Date of Reservation
    - Number of Pax (Clients)
    - Services and Duration
    - Home, Hotel, or Office Complete Address (ABC Company On-Demand)
    - House or Room Number (ABC Company On-Demand)
    - Client's Complete Name
    - Email Address (Client)
    - Contact Number (Client)

ⓘ Then, repeat and confirm the Collected Vital Booking Information. Afterward, fill out the “Reservation Log Sheet”, then book the Client's request accordingly using ABC Company Booking Engine (Back-End). Once the booking is created and you have already confirmed the Service Provider/Time-Slot availability, attribute the booking to the concerned AOM, Branch, Location, or Partner then, change the booking status immediately from "WAITING" to "ADD PARTNER ATTRIBUTION" to "ASSIGNMENT" then "AUTO ASSIGN/MANUALLY ASSIGN" the Service Provider in your Task Management Dashboard.

ⓘ Once the Service Provider Accepted/Acknowledged the task, the booking status will be automatically changed to "AWAITING PAYMENT" status.

ⓘ For Verified Regular Clients requesting for Cash Payment Transaction, change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT” status.

4. 💳 Payment Method (Cash or Credit Card)

ⓘ Ask the Client politely if the payment is Cash or Credit Card then, inform him of the total requested service fee.

Reservations: "Sir/Mam are you going to pay in Cash or Credit Card?"

Client: Cash.

Reservations: "Sir/Mam that would be "P600.00" or the "Total Requested Service Fee"

Client: Okay.

ⓘ If the Client chooses to pay using Credit Card, process the booking immediately, then, inform the Client about the online payment process.

Client: Okay.

ⓘ Collect the Client's 100% full payment of the total requested services accordingly.

ⓘ Inform the Client to ready 15 minutes prior to the intended time of booking then, explain reservations and cancellation policy.

ABC Company On-Demand (Home, Hotel, or Office Service Requests)

Reservations: "Sir/Mam just a gentle reminder there will be no cancellation two (2) minutes after the booking has been created, especially when the Service Provider is In-Transit or Has Arrived in your requested location."

Client: Okay.

Reservations: "Sir/Mam to learn more please visit our Reservation and Cancellation Policy that can be found in your booking invoice or via our WebApp, thank you."

Client: Okay.

5. 💳 Extro (Confirmation)

Reservations: "Sir/Mam is there anything else that I can help you with?"

Client: All good, thank you.

Reservations: "Okay, Sir/Mam thank you for choosing ABC Company, have a wonderful day!"

Client: Okay.

ⓘ Once the booking is already PAID and CONFIRMED from your end and/or by the Client you may now "ADD THE PAYMENT" in the booking invoice.

ⓘ For Cash Payment Transactions, remove the "CONVENIENCE FEE", then change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT”.

ⓘ For Prenatal Requests inform the Client to secure an Ob-Gyne Clearance Certificate then, instruct the Client to send it via ABC Compny WebApp https://www.abccompny.com/ first before proceeding.

C. My Network Solutions On-Site - Direct Client (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat or Email

1. 👋 Greetings (Welcome Message)

Reservation Specialist/OIC/Team Leader/Manager should give courtesy to the Client at all times.

ⓘ Over the Phone

Reservations: “Thank you for calling ABC Company Hello, good morning/afternoon/evening! This is [Your Name] speaking, how may I help you?"

ⓘ Via Social Media, Web Chat or Email

Reservations: “Hi there! Good morning/afternoon/evening! Thank you for contacting ABC Company. How may I help you?”

2. 📱 Client Inquiry (Client Name)

ⓘ Client provides Inquiry or the Reservation Details...

Client: Hi ABC Company! How much for the [service]?

Reservations: "Sir/Mam may I know who's on the line for me to address you properly?"

Client: Hi this is [Client Name] speaking.

Reservations: "And your Last Name Sir/Mam?"

Client: My Last Name is [Client Last Name].

Reservations: "Sir/Mam [Client Name] [Service] is P600.00 only, would you like to make a reservation?"

Client: Yes, please.

3. 🏴󠁵󠁳󠁭󠁥󠁿 Main Service (On-Site or On-Demand)

Reservations: "Sir/Mam [Client Name] is it for On-Site Branch or On-Demand Home, Hotel or Office Service?"

Client: On-Site.

4. 📍 Service Location (City or Province)

Reservations: "Sir/Mam [Client Name] just to clarify, may I know your exact location?"

Client: I'm here at [City, Location]

ⓘ If the requested Service Location is unavailable inform the Client immediately then, offer other existing Service Locations.

Reservations: "Sir/Mam [Client Name] thank you for the information however, our services are unavailable at your requested location."

Client: Okay.

ⓘ If the Service Locations is available inform the Client then, proceed on verifying if the Client is an active ABC CompanyVIP Member and already have an existing or previous ABC Company Client Account Record.

Reservations: "Sir/Mam [Client Name] thank you for the information, our services are available at your requested location."

Client: Okay.

ⓘ Ask the Client for the Number of Pax, Time and Date of Reservation, Services, and Duration

Reservations: "Sir/Mam [Client Name] may I have the;" (Repeat as Needed)

- - - Time and Date of Reservation
    - Number of Pax (Clients)
    - Services and Duration

Client: Okay, I would like to make a reservation for two (2) pax this afternoon, around 3 PM, [Service] , please.

5. 📇 Membership (On-Site Booking Reservation Only)

ⓘ Verify if the Client is an active ABC Company VIP member and if the Client has an existing ABC Company Client Account Record.

Reservations: “Sir/Mam [Client Name] are you an active ABC Company VIP Member?”

Client: I think so, could you please check it for me?

ⓘ if yes, ask for the Client's Complete Name and the corresponding ABC Company VIP Membership Type, and Card (Number) then, validate it using ABC Company VIP Membership Responses in CMD. Also, kindly verify using your dedicated ABC Company Booking Engine (Back-End) if the Customer already has a ABC Company Client Account Record, if so, skip Step 6.

Reservations: “Sir/Mam [Client Name]! May I have your Complete Name, Membership Type, and (4) Digit Card Number if there's any?”

Client: My Complete Name is John Doe, I have a Gold VIP Membership, and my (4) Digit Card Number is 1234.

Reservations: "Sir/Mam [Client Name] thank you for providing the information, can I hold you for a minute or two while I exhaust my resources?"

Client: Okay.

Reservations: "Thank you Sir/Mam [Client Name], please hold and stay on the line."

Client: Okay.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking your membership appears active, and valid in our system."

Client: Okay.

ⓘ If not, offer and discuss ABC Company VIP Membership Program. If the Membership has already expired inform the Client immediately, then ask the Client if he wants to renew or to upgrade the VIP membership. Then, proceed to Step 6. Client Account Record (Booking Engine).

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking your membership appears that it has already expired, would you like to renew it?"

ⓘ if the client wants to renew the membership, inform the client to visit https://www.abccompany.com/collections/abc-cards then offer membership details.

Client: How can I renew and purchase my VIP Membership?

Reservations: "Sir/Mam [Client Name], I will send you the link via SMS after this call."

Client: Okay.

ⓘ if the client's complete name doesn't appear in the membership responses inform the Client Immediately.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking your name doesn't appear in our membership system, would you like to have one?"

ⓘ if the client wants to purchase the membership, inform the client to visit https://www.abccompany.com/collections/abc-cards then offer membership details.

Client: How can I purchase VIP Membership?

Reservations: "Sir/Mam [Client Name], I will send you the link via SMS after this call."

Client: Okay.

6. 📋 Client Account Record (Booking Engine)

ⓘ Skip this step if the Client's Complete Name has been given and verified or if the Client is already registered in the Caller ID.

Reservations: “Sir/Mam [Client Name]! Do you have an existing ABC Company Client Account Record?”

Client: I think so, could you please check it for me?

ⓘ If the Client has an existing ABC Company Client Account Record, ask for the Client's Complete Name, then validate it in the Client Account Directory using your dedicated ABC Company Booking Engine (Back-End), then proceed on confirming the availability of our Service Provider then, get other vital Client's booking details.

Reservations: “Sir/Mam [Client Name]! May I have your Complete Name please?”

Client: My Complete Name is John Doe.

Reservations: "Sir/Mam [Client Name] thank you for providing the information, can I hold you for a minute or two while I exhaust my resources?"

Client: Okay.

Reservations: "Thank you Sir/Mam [Client Name], please hold and stay on the line."

Client: Okay.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking you already have ABC Company Client Account Record in our system."

ⓘ If the Client doesn't have an existing ABC Company Client Account Record kindly note it, then get the Client's vital booking details, then create a new ClientAccount Record later after confirming the availability of the Service provider.

Client: Okay.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking your complete name doesn't appear in our system, but I will create one for you."

Client: Okay.

7. ☝️ Availability Confirmation (ISP and Services)

ⓘ Skip this step if the Client's Time and Date of Reservation has been given, then proceed on informing the Client about the time slot availability status.

Reservations: "Sir/Mam [Client Name] can I hold you for a minute or two, while I confirm the availability of our Service Providers?"

Client: Okay.

Reservations: "Okay Sir/Mam [Client Name] please hold, and stay on the line."

Client: Okay.

ABC Company On-Site (Service Requests)

ⓘ If there is no available Service Provider at the time of booking, ask the Client politely if he is willing to wait then, offer your available time slots or;

ⓘ If the requested time of booking is upfront, inform the Client that the requested time of booking is not available, then offer your next available time slots.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting."

Client: Okay.

Reservations: "I do apologize, but your requested time slot is not available, our next available time slot is at [State your Next Available TS]

Client: Okay.

ⓘ If there is an available Service Provider for the Client's requested time of booking, inform the Client immediately then, proceed on creating the booking request.

Reservations: "Sir/Mam [Client Name] thank you for patiently waiting."

Client: Okay.

Reservations: "Your requested time slot is available."

Reservations: "But, in order for me to create your booking please supply me the following information."

Client: Okay.

7.1 📋 Vital Booking Details

Reservations: "Sir/Mam [Client Name] may I have the;" (Repeat as Needed)

- - - Time and Date of Reservation (Skip if Already Given)
    - Number of Pax (Clients) (Skip if Already Given)
    - Services and Duration (Skip if Already Given)
    - On-Site Branch Location (Skip if Already Given)
    - Client's Complete Name (Skip if Already Given)
    - Email Address (Client)
    - Contact Number (Client)

ⓘ Then, repeat and confirm the Collected Vital Booking Information. Afterward, fill out the “Reservation Log Sheet”, then book the Client's request accordingly using Spasify Booking Engine (Back-End). Once the booking is created and you have already confirmed the Service Provider/Time-Slot availability, attribute the booking to the concerned AOM, Branch, Location, or Partner then, change the booking status immediately from "WAITING" to "ADD PARTNER ATTRIBUTION" to "ASSIGNMENT" then "AUTO ASSIGN/MANUALLY ASSIGN" the Service Provider in your Task Management Dashboard.

ⓘ Once the Service Provider Accepted/Acknowledged the task, the booking status will be automatically changed to "AWAITING PAYMENT" status.

ⓘ For Verified Regular Clients requesting for Cash Payment Transaction, change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT” status.

8. 💳 Payment Method (Cash or Credit Card)

ABC Company On-Site (Service Request)

ⓘ For first-time Clients who don't have the ability to settle payment via an online payment facility, inform the Client that the booking request will be a pencil booking, and the requested time slot can be sold to other awaiting or walk-in Clients until the payment has been made. However, they can walk-in to advance the payment in cash instead. Also, inform the Client to be at the branch (15) minutes prior to the intended time of booking, otherwise failure to arrive within the given time without advance notice, the requested time slot will be consummated, or the ABC Company hourly rate will apply.

Reservations: "Sir/Mam [Client Name] your booking request is well noted, you should receive an SMS and Email Notification including the payment link to settle the full payment online and upfront, using your Debit, Credit, GCash, or PayPal Account."

Client: You mean I need to pay online and upfront?

Reservations: "Sir/Mam [Client Name] paid bookings allow us to confirm and secure the requested time slot, failure to pay the booking request online and upfront the request will be a pencil booking, and the requested time slot can be sold to other awaiting or walk-in clients until the payment has been made. However, you can walk-in to advance the payment in cash instead.

Client: Okay.

Reservations: "Also, just a gentle reminder please be at the branch 15 minutes prior to your intended time of booking, otherwise failure to arrive within the given time without advance notice, the requested time slot will be consummated, or the ABC Company hourly rate will apply."

Client: Okay.

ⓘ Skip the next line if you are talking to a regular client.

Reservations: "Sir/Mam [Client Name] to learn more please visit our Reservation and Cancellation Policy that can be found in your booking invoice or via our WebApp, thank you."

Client: Okay, that is noted.

9. 💳 Extro (Confirmation)

Reservations: "Sir/Mam [Client Name] is there anything else that I can help you with?"

Client: All good, thank you.

Reservations: "Okay, Sir/Mam [Client Name] once again, this is [Your Name] thank you for choosing ABC Company, have a wonderful day!"

Client: Okay.

ⓘ Once the booking is already PAID and CONFIRMED from your end and/or by the Client you may now "ADD THE PAYMENT" in the booking invoice.

ⓘ For Cash Payment Transactions, remove the "CONVENIENCE FEE", then change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT”.

ⓘ For Prenatal Massage Requests, inform the Client to secure an Ob-Gyne Clearance Certificate then, instruct the Client to send it via ABC Company WebApp https://www.abccompany.com/ first before proceeding.

C. My Network Solutions On-Site - Direct Client (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat or Email (Audio)

D. My Network Solutions On-Demand Home, Hotel, or Office - Direct Client (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat or Email

1. 👋 Greetings (Welcome Message)

Reservation Specialist/OIC/Team Leader/Manager should give courtesy to the Client at all times.

ⓘ Over the Phone

Reservations: “Thank you for calling ABC Company Hello, good morning/afternoon/evening! This is [Your Name] speaking, how may I help you?"

ⓘ Via Social Media, Web Chat or Email

Reservations: “Hi there! Good morning/afternoon/evening! Thank you for contacting ABC Company. How may I help you?”

2. 📱 Client Inquiry (Client Name)

ⓘ Client provides Inquiry or the Reservation Details...

Client: Hi ABC Company! How much for the [Service]?

Reservations: "Sir/Mam may I know who's on the line for me to address you properly?"

Client: Hi this is [Client Name] speaking.

Reservations: "And your Last Name Sir/Mam?"

Client: My Last Name is [Client Last Name].

Reservations: "Sir/Mam [Client Name] [Service] is P600.00 only, would you like to make a reservation?"

Client: Yes, please.

>>> Continue Here...From C. ABC Company On-Site - Direct Client (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat, or Email

3. 🏴󠁵󠁳󠁭󠁥󠁿 Main Service (On-Site or On-Demand)

Reservations: "Sir/Mam [Client Name] is it for On-Site Branch or On-Demand Home, Hotel, or Office Service?"

Client: On-Demand Home Service.

ⓘ If On-Demand-Home/Office Service, inform the Client that there will be an additional Transportation Fee if the requested service location is beyond our normal service location.

Reservations: "Sir/Mam [Client Name] just a gentle reminder that there will be an additional transportation fee if your requested location is not covered by our area."

Client: Okay, that's fine.

ⓘ If On-Demand-Hotel Service, inform the Client that the rates are subject to change depending on which Hotel, and there will be an additional Transportation Fee if the requested service location is beyond our normal service location.

Reservations: "Sir/Mam [Client Name], just a gentle reminder that the rates are subject to change depending on which hotel, and there will be an additional transportation fee if your requested location is not covered by our area."

Client: Okay, that's fine.

4. 📍 Service Location (City or Province)

Reservations: "Sir/Mam [Client Name] just to clarify, may I know your exact location?"

Client: I'm here at [City, Location]

ⓘ If the requested Service Location is unavailable inform the Client immediately then, offer other existing Service Locations.

Reservations: "Sir/Mam [Client Name] thank you for the information however, our services are unavailable at your requested location."

ⓘ If the Service Locations is available inform the Client then, proceed on verifying if the Client is an active ABC Company VIP Member and already have an existing or previous ABC Company Client Account Record.

Reservations: "Sir/Mam [Client Name] thank you for the information, our services are available at your requested location and subject to additional transportation."

Client: Okay. How much is it?

Reservations: "Sir/Mam [Client Name] based on your requested location the additional transportation fee is [Amount] back and forth per transaction, maximum of 4 Service Providers."

Client: Okay.

ⓘ Ask the Client for the Number of Pax, Time and Date of Reservation, Services, and Duration

Reservations: "Sir/Mam [Client Name] may I have the;" (Repeat as Needed)

- - - Time and Date of Reservation
    - Number of Pax (Clients)
    - Services and Duration

Client: Okay, I would like to make a reservation for two (2) pax this afternoon, around 3 PM, [Service], please.

5. 📋 Client Account Record (Booking Engine)

ⓘ Skip this step if the Client's Complete Name has been given and verified or if the Client is already registered in the Caller ID.

Reservations: “Sir/Mam [Client Name]! Do you have an existing ABC Company Client Account Record?”

Client: I think so, could you please check it for me?

ⓘ If the Client has an existing ABC Company Client Account Record, ask for the Client's Complete Name, then validate it in the Client Account Directory using your dedicated Spasify Booking Engine (Back-End), then proceed on confirming the availability of our Service Provider then, get other vital Client's booking details.

Reservations: “Sir/Mam [Client Name]! May I have your Complete Name please?”

Client: My Complete Name is John Doe.

Reservations: "Sir/Mam [Client Name] thank you for providing the information, can I hold you for a minute or two while I exhaust my resources?"

Client: Okay.

Reservations: "Thank you Sir/Mam [Client Name], please hold and stay on the line."

Client: Okay.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking you already have ABC Company Customer Account Record in our system."

Client: Okay.

ⓘ If the Client doesn't have an existing ABC Company Client Account Record kindly note it then, get the Client's vital booking details then create a new Client Account Record later after confirming the availability of the Service provider.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting, as per checking your complete name doesn't appear in our system, but I will create one for you."

Client: Okay.

6. ☝️ Availability Confirmation (ISP and Services)

ⓘ Skip this step if the Client's Time and Date of Reservation has been given, then proceed on informing the Client about the time slot availability status.

Reservations: "Sir/Mam [Client Name] can I hold you for a minute or two, while I confirm the availability of our Service Providers?"

Client: Okay.

Reservations: "Okay Sir/Mam [Client Name] please hold, and stay on the line."

Client: Okay.

Spasify On-Demand (Home, Hotel, or Office Service Request)

ⓘ If there is no available Service Provider for the Client's requested time of booking, ask the Client politely if he is willing to wait then, offer your available time-slots or;

ⓘ If the Client's requested time of booking is upfront, inform the Client that the requested time of booking is not available, then offer your next available time-slots.

Reservations: "Sir/Mam [Client Name], thank you for patiently waiting."

Client: Okay.

Reservations: "I do apologize, but your requested time slot is not available, our next available time slot is at [State your Next Available TS], but we will try to dispatch our Service Provider the soonest.

Client: Okay.

ⓘ If there is an available Service Provider for the Client's requested time of booking, inform the Client immediately, then proceed on creating the booking request.

Reservations: "Sir/Mam [Client Name] thank you for patiently waiting."

Client: Okay.

Reservations: "Your requested time slot is available."

Reservations: "But, in order for me to create your booking please supply me the following information."

Client: Okay.

6.1 📋 Vital Booking Details

Reservations: "Sir/Mam [Client Name] may I have the;" (Repeat as Needed)

- - - Time and Date of Reservation (Skip if Already Given)
    - Number of Pax (Clients) (Skip if Already Given)
    - Services and Duration (Skip if Already Given)
    - Home, Hotel, or Office Complete Address (Skip if Already Given) or (Merchant Partner)
    - House or Room Number
    - Client's Complete Name
    - Email Address (Skip if Already Given) or (Merchant Partner)
    - Contact Number (Skip if Already Given) or (Merchant Partner)

ⓘ Once the Service Provider Accepted/Acknowledged the task, the booking status will be automatically changed to "AWAITING PAYMENT" status.

ⓘ For Verified Regular Clients requesting for Cash Payment Transaction, change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT” status.

7. 💳 Payment Method (Cash or Credit Card)

ABC Company On-Demand (Home, or Office Service Request)

ⓘ For first-time Clients who don't have the ability to settle via the online payment facility, ask for the Client's Valid Government ID then, instruct the Client to send it to http://bit.ly/abccompany-chat-support to verify their booking request, or for ABC Company On-Demand (Hotel) ask the Client to settle the payment in cash at the Hotel's Front Office.

Client: You mean I need to pay online and upfront?

ⓘ Skip the next line if you are talking to a regular client.

Reservations: "Sir/Mam [Client Name] paid bookings allow us to confirm and secure the requested time slot, for first-time clients requesting cash payments, we require them to send at least one (1) Valid Government ID at http://bit.ly/abccompany-chat-support "

Client: How can I send my ID?

Reservations: "Sir/Mam [Client Name], I will send you the link via SMS after this call."

Client: Okay.

Reservations: "Also, just a gentle reminder there will be no cancellation two (2) minutes after the booking has been created, especially when the Service Provider is In-Transit or Has Arrived at your requested location."

Client: Okay.

ⓘ Skip the next line if you are talking to a regular client.

Reservations: "Sir/Mam [Client Name] to learn more please visit our Reservation and Cancellation Policy that can be found in your booking invoice or via our WebApp, thank you."

Client: Okay, that is noted.

ABC Company On-Demand (Hotel Service Request)

Client: You mean I need to pay online and upfront?

ⓘ Skip the next line if you are talking to a regular client.

Reservations: "Yes Sir/Mam [Client Name] paid bookings allow us to confirm and secure the requested time slot, for first-time clients requesting cash payments, we require them to send at least one (1) Valid Government ID at http://bit.ly/abccompany-chat-support or to settle full payment in Cash at the Hotel's Front Office."

Client: How can I send my ID?

Reservations: "Sir/Mam [Client Name], I will send you the link via SMS after this call."

Client: Okay.

ⓘ Skip the next line if you are talking to a regular client.

Reservations: "Sir/Mam [Client Name] to learn more please visit our Reservation and Cancellation Policy that can be found in your booking invoice or via our WebApp, thank you."

Client: Okay, that is noted.

8. ☝️ Extro (Confirmation)

Reservations: "Sir/Mam [Client Name] is there anything else that I can help you with?"

Client: All good, thank you.

Reservations: "Okay, Sir/Mam [Client Name] once again, this is [Your Name] thank you for choosing ABC Company, and have a wonderful day!"

Client: Okay.

ⓘ Afterward, proceed on verifying the Client's booking request based on the given booking details, and if the full payment has been successful at the Hotel's Front Office.

ⓘ Once the booking is already PAID and CONFIRMED from your end and/or by the Client you may now "ADD THE PAYMENT" in the booking invoice and dispatch the service provider.

ⓘ For Cash Payment Transactions, remove the "CONVENIENCE FEE", then change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT”.

D. My Network Solutions On-Demand Home, Hotel, or Office - Direct Client (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat, or Email (Audio)

E. My Network Solutions On-Demand Hotel - Merchant Partner (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat or Email

1. 👋 Greetings (Welcome Message)

Reservation Specialist/OIC/Team Leader/Manager should give courtesy to the Merchant Partners at all times.

ⓘ Over the Phone

Reservations: “Thank you for calling ABC Company Hello, good morning/afternoon/evening! This is [Your Name] speaking, how may I help you?"

ⓘ Via Social Media, Web Chat or Email

Reservations: “Hi there! Good morning/afternoon/evening! Thank you for contacting ABC Company. How may I help you?”

2. 📱 Merchant Partner Inquiry (Merchant Partner Name)

ⓘ Merchant Partner provides Inquiry or the Reservation Details...

F.O.: Hi Sir/Mam! This is [F.O. Name] calling from the [Merchant Partner Name].

Reservations: "Yes, Sir/Mam [F.O. Name]?"

F.O.: I would like to ask if you have [No. of ISP's] available Service Providers for [Requested Time of Reservation]?

3. 📍 Service Location (City or Province)

ⓘ Ask only if Non-Merchant Partner or the Client is not yet reflected in the Caller ID.

Reservations: "Sir/Mam [F.O. Name] just to clarify, may I know your exact location?"

F.O.: I'm here at [City, Location]

ⓘ If the requested Service Location is unavailable inform the Merchant Partner immediately then, offer other existing Service Locations.

Reservations: "Sir/Mam [F.O. Name] thank you for the information however, our services are unavailable at your requested location."

F.O.: Ah, Okay, thank you.

Reservations: "Sir/Mam [F.O. Name] thank you for the information, our services are available at your requested location."

F.O.: Okay.

4. ☝️ Availability Confirmation (ISP and Services)

Reservations: "Sir/Mam [F.O. Name] can I hold you for a minute or two, while I confirm the availability of our Service Providers?"

F.O.: Okay.

Reservations: "Okay Sir/Mam [F.O. Name] please hold, and stay on the line."

F.O.: Okay.

ⓘ ABC Company On-Demand (Merchant Partner Service Request)

ⓘ If there is no available Service Provider at the requested time of booking, inform the Merchant Partner politely, then offer your available time-slots or;

ⓘ If the requested time of booking is upfront, inform the Merchant Partner that the requested time of booking is not available, then offer your next available time-slots.

Reservations: "Sir/Mam [F.O. Name], thank you for patiently waiting."

F.O.: Okay.

ⓘ If there is an available Service Provider at the requested time of booking, inform the Merchant Partner immediately then, proceed on creating the booking request.

Reservations: "Sir/Mam [F.O. Name] thank you for patiently waiting."

F.O.: Okay.

Reservations: "Your requested time slot is available."

Reservations: "But, in order for me to create your booking please supply me the following information."

F.O.: Okay.

4.1 📋 Vital Booking Details

Reservations: "Sir/Mam [F.O. Name] may I have the;" (Repeat as Needed)

- - - F.O. Name (Skip if Already Given)
    - Time and Date of Reservation (Skip if Already Given)
    - Number of Pax (Clients) (Skip if Already Given)
    - Services and Duration (Skip if Already Given)
    - Hotel's Complete Name or Address (Skip if Already Given) or (Merchant Partner)
    - Hotel's Room Number
    - Client's Complete Name
    - Email Address(Skip if Already Given) or (Merchant Partner)
    - Contact Number (Skip if Already Given) or (Merchant Partner)
    - Requested By: (Non-Merchant Partner or Merchant Partner's Front Office Personnel) (Skip if Already Given)

ⓘ Once the Service Provider Accepted/Acknowledged the task, the booking status will be automatically changed to "AWAITING PAYMENT" status.

ⓘ For Merchant Partner Transactions, remove the "CONVENIENCE FEE", then change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT”.

5. 💳 Payment Method (Cash or Credit Card)

ABC Company On-Demand (Merchant Partner Service Request)

Reservations: "Sir/Mam [F.O. Name] your booking request is well noted, kindly collect the full payment in order for us to confirm and secure your booking request.

F.O.: Okay.

ⓘ Skip the next line if you are talking to a Merchant Partner.

Reservations: "To learn more please visit our Reservation and Cancellation Policy that can be found in your booking invoice or via our WebApp, thank you."

F.O.: Okay, that is noted.

6. ☝️ Extro (Confirmation)

Reservations: "Sir/Mam [F.O. Name] is there anything else that I can help you with?"

F.O.: All good, thank you.

Reservations: "Okay, Sir/Mam [F.O. Name] once again this is [Your Name] thank you for choosing ABC Company, have a wonderful day!"

F.O.: Okay.

ⓘ Once the booking is already PAID and CONFIRMED by the Merchant Partner you may now dispatch the Service Provider once the payment is collected you may now "ADD THE PAYMENT" in the booking invoice.

ⓘ For Cash Payment Transactions, remove the "CONVENIENCE FEE", then change the booking status immediately from “AWAITING PAYMENT” to “CASH PAYMENT”.

E. My Network Solutions On-Demand Hotel - Merchant Partner (Advance Bookings & Reservations) Service Dialogue Over the Phone, Chat, or Email (Audio)

F. My Network Solutions On-Site, On-Demand Home, Hotel, or Office - Direct Client or Merchant Partner (Frequently Asked Questions) Service Dialogue Over the Phone, Chat, or Email

1. 👋 On-Site Branch and/or On-Demand Home Service (Promotions)

Client: Hello ABC Company, just want to ask if you have any active promotions?

Reservations: “Yes, Sir/Mam [Client Name], we do have an active ABC Company promotion for both On-Site Branch and On-Demand Home Service, our promo is 20% off on [Service], P480.00 only per hour, minimum of two (2) hours per person total of P960.00 valued at P1,200.00 and saved P240.00."

Reservations: “Also, Sir/Mam [Client Name], these promotions are online exclusive, valid only from Mon-Sun, 9AM/1PM-7PM, last call is 7PM."

Client: Okay, noted, how to book online? Or, can you process the online booking on my behalf?

Reservations: “Yes, Sir/Mam [Client Name], after this call, I can send you the link via SMS, or I can process it on your behalf."

Client: Okay, thank you very much.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel, or Office service?"

Client: On-Site.

ⓘ Proceed on asking Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

2. 📱 On-Site Branch - ABC Company Package Menu (SPM)

Client: Hello ABC Company, just want to ask if you have any package promotions?

Reservations: “Yes, Sir/Mam [Client Name], we do have seven (7) active On-Site ABC Company Package Menu (SPM) each package allows you to save P300.00, if you like after this call, I can send you the link via SMS to learn more about the individual packages."

Client: Okay, thank you very much.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: “Okay, Sir/Mam [Client Name], in order for me to expedite your possible booking request may I ask your exact location?"

Client: I'm here at Subic Bay Freeport Zone.

ⓘ Proceed on asking Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

3. 📍 On-Site Branch Location and Business Operating Hours

Client: Hello ABC Company, just want to ask your exact location?

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel or Office service?"

Client: On-Site.

Reservations: “Okay, Sir/Mam [Client Name], our On-Site Branch is located at [State the Complete Address and Nearest Landmarks]."

Client: I'm new in the area can you please direct me to your on-site location?

Reservations: “Yes, Sir/Mam [Client Name], after this call, I can send you a Google map link via SMS for you to locate us easily."

Client: Great Thanks! Btw, what are your business operating hours?

Reservations: “Sir/Mam [Client Name], for the On-Site branch we are open from Mon-Sun (9AM-1AM) last call is at 12MN."

Client: Great very much appreciated, thanks again for assisting me.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel or Office service?"

Client: On-Site.

ⓘ Proceed on asking Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

4. ☝️ On-Demand Available Service Locations and Business Operating Hours

Client: Hello ABC Company, just want to ask your exact location?

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel, or Office service?"

Client: On-Demand.

Reservations: “Okay, Sir/Mam [Client Name], our On-Demand Home, Hotel, or Office Service are available at [State the On-Demand Service Locations - Regions]."

Client: Oh okay, so you also have On-Demand service in [Region]? E.g. Metro Manila

Reservations: “Yes, Sir/Mam [Client Name], ABC Company On-Demand in [Region] is available at [State the list of Available Cities in the said Region]"

Client: Great Thanks! Btw, what are your business operating hours?

Subic Bay Freeport Zone and Olongapo City

Reservations: “Sir/Mam [Client Name], for On-Demand Home, Hotel or Office Service we are open from Mon-Sun (9AM-1AM) last call is at 12MN, subject to confirmation, due to possible imposed restrictions in different locations."

Client: Great very much appreciated, thanks again for assisting me.

Metro Manila, Zambales, Bataan, Pampanga, and Davao.

Reservations: “Sir/Mam [Client Name], for On-Demand Home, Hotel or Office Service we are open from Mon-Sun (9AM-9PM) last call is at 8PM, subject for confirmation, due to possible imposed restrictions in different locations."

Client: Great very much appreciated , thanks again for assisting me.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel or Office service?"

Client: On-Demand.

ⓘ Proceed on asking Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

5. ☝️ Spasify On-Demand Add-On Service Requests (Hot Stone, Ventosa or Foot Spa)

Client: Hello ABC Company, I would like to make a reservation for an On-Demand Hot Stone and Ventosa Massage for two (2) pax this afternoon.

Reservations: “Okay, Sir/Mam [Client Name], just to clarify may I know your exact location?"

Client: I'm here in Metro Manila.

Reservations: “Okay, Sir/Mam [Client Name], I do apologize, but the said add-on services is/are not available in your requested location."

Client: Oh, but, when I was in Subic Bay I was allowed to book for an On-Demand Hot Stone and Ventosa Massage.

Reservations: “Yes, Sir/Mam [Client Name], because ABC Company Add-on Services are only available in selected locations, as of now ABC Company Add-On services are only available in Subic Bay Freeport Zone and Olongapo City."

Reservations: “In addition, Sir/Mam [Client Name], for [Service] On-Demand we require our clients to prepare a [...] for our Service Providers to [...]."

Client: Great very much appreciated , thanks for clarifying, btw how do you peform On-Demand [Service] service?

Reservations: “Sir/Mam [Client Name], for On-Demand Home, Hotel or Office Add-On [Service] service requests, we require them to prepare a [...].

Client: Ahh, so you mean there will no [...]?

Reservations: “I do apologize, Sir/Mam [Client Name], our [...] are only available On-Site."

Client: Ah okay, thanks for clarifying.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: “Okay, Sir/Mam [Client Name], is it for On-Site Branch or On-Demand Home, Hotel or Office service?"

Client: On-Demand.

ⓘ Proceed on asking Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

6. 💳 ISP and Client Health and Safety Protocols (COVID-19)

Client: Hello ABC Company, I would like to inquire if your Service Providers are all vaccinated?

Reservations: “Sir/Mam [Client Name], majority of our Service Providers are vaccinated, the remaining Service Providers are waiting for their schedules."

Client: Okay, I would also like to inquire if they gone through any Swab and/or Anti-Gen Testing?

Reservations: “Sir/Mam [Client Name], we require all of our Service Providers to secure individual Health Clearances as mandated by the LGU prior to their admissions."

Client: Ah okay, thanks for clarifying. How about your Health and Safety Protocols in your On-Site Branch?

Reservations: “Sir/Mam [Client Name], we require all of our Clients and Partners to undergo screening such as; non-contact body temperature check, smell test, and fill-out health declaration form prior to their admissions, we also require them to wear their face mask and face shields at all times."

Client: Ah okay, thanks for clarifying.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

ⓘ Proceed on asking Main Service, Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

7. 💳 ISP Personally Identifying Information (Client Preferences)

Client: Hello ABC Company, I would like to inquire if you can send me photos of your Service Providers?

Reservations: “I do apologize, Sir/Mam [Client Name], that is againts our Privacy Policy as mandated by R.A. 10173 also known as Data Privacy Act of the Philippines."

Client: Oh, thanks for clarifying, how about the age of your Service Providers.

Reservations: “Sir/Mam [Client Name], ages of our Service Providers are ranging from 20's to 40's."

Client: Ah okay, thanks for clarifying.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

ⓘ Proceed on asking Main Service, Service Location, Membership, Customer Account Record, Availability Confirmation, Vital Booking Details, Payment Method and Extro

8. 💳 Pre and Post [Service] (Client Inquiry)

Client: Hello Spasify, I would like to inquire if you have Pre or Post [Service]?

Reservations: “Yes, Sir/Mam [Client Name], but we require our clients first to secure an OBCC or OB-Gyne Clearance Certificate and produce the same prior to booking."

Client: Oh, thanks for clarifying.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course, let me just secure an OBCC or OB-Gyne Clearance Certificate, and I will get back to you.

ⓘ Proceed on asking Extro.

8. 💳 Client with Psoriasis and Other Skin Conditions (Client Inquiry)

Client: Hello Spasify. I would like to inquire if I can have a massage even though I have a non-contagious skin condition such as psoriasis.

Reservations: “Yes, Sir/Mam [Client Name], however, we require our clients first to secure a Clearance Certificate from their registered dermatologist or skin care provider due to their skin sensitivity to oils, lotions, alcohol, scented products, hot towel, and hot water, and produce the same prior to booking."

Client: Oh, thanks for clarifying, but can I bring my oil instead?

Reservations: “Yes, Sir/Mam [Client Name], we can accept your booking request, if you can sign a waiver. Bring and use your massage oil. Also, just to clarify, our Service provider cannot apply lotion, alcohol, scented products, hot towels, and hot water like we normally do to our clients during and after the session?"

Client: This is noted. Thank you for clarifying.

Reservations: “Okay, Sir/Mam [Client Name], would you like to make a reservation?"

Client: Of course.

Reservations: "Sir/Mam [Client Name] is it for On-Site Branch or On-Demand Home, Hotel, or Office Service?"

ⓘ Proceed on asking for the Service Location and so on.

10. 💳 Extra Service (Client Inquiry)

Client: Hello Spasify, Prostate Massage? (Extra Service) :(

Reservations: “Sir/Mam [Client Name], I do apologies, but we only offer clean and professional services.

Client: Oh, thanks for clarifying.

ⓘ Proceed on asking Extro.

I. How to Book Using My Network Solutions Booking Engine (Back-End)

J. My Network Solutions On-Site and On-Demand (Sales Channels)

1. ☝️ Where to expect Client Inquiries and Reservations

1. 1 Sales Channels

- Walk-Ins and Referrals (Mixed)
- Phone Calls (+63282711187 , +639053221572 and +639177029431)
- Reservation Email reservations@abccompany.com
- Corporate Branding and Marketing Email unwind@accompany.com
- WebApp (https://www.abccompany.com)
- Booking Engine (https://www.abccompany.com/pages/abccompany-booking-page)

1. 2 Social Media Sites

1. 2. 1 Facebook Accounts

- - - - ABC Company CRD
      - ABC Company CRD1
      - ABC Company CRD2
      - ABC Company CRD3
      - ABC Company CRD4

1. 2. 2 Facebook Groups

- - - - ABC Company Admin
      - ABC Company ISP's
      - Urgent Hiring Health, Beauty and Wellness Jobs Philippines

1. 2. 3 Facebook Pages and Messenger

- - - - ABC Company Philippines
      - ABC Company Marketplace
      - ABC Company Partners

1. 2. 4 Instagram Direct Message (@ABCCompany)

- - - - ABC Company Marketplace

1. 2. 5 Google Maps

- - - - ABC Company
      - ABC Company Marketplace
      - ABC Company : Health and Wellness On-Demand
      - ABC Company Aesthetic and Wellness Center

1. 2. 6 YouTube (@ABCCompany)

1. 2. 7 Twitter (@ABCCompany_ph)

VI. My Network Solutions On-Demand SOPs and Workflow

Important Note:

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