INDI-SOUL

Enoch, Indya
INDI-SOUL  
Agenda
 Mission and Values
 High Overview of Indi-Soul Strategy’s
 Customer Experience vs Customer Service
 CRM Strategy
 Technology Integration
 Social Media
 Overview of Training Program
Target Audience: Indi-Soul Employees and interested parties
Objectives: Receive high level quality training to serve customers and provide an Indi-Soul
experience. Understand customer based strategies to enhance the customer experience

Description:
Mission and Values-IndiSoul mission and values statement and organizational standards
High Overview of Indi-Soul Strategy’s-Outline of strategy’s created by Indi-Soul
Customer Experience vs Customer Service-Understand the importance of providing a great
experience and service to the customers
CRM Strategy-Integration of CRM Software, customer support, and features
Technology Integration-Additional technological features Indi-Soul customers will use
Social Media-How Indi-Soul uses Social Media to reach customers and market
Overview of Training Program-Training program objectives
Internal and External Customer Service &
Retention Strategy
Customer-Oriented Standards
 Identify organizational standards that employees understand and abide by

 Create customer friendly workflows that focus on outcomes not metrics

 Emphasize company values and integrate the values into the workflows and processes

 Provided consistent service and always go above and beyond the expectations of the

customer

Employee Training
 Educate employees on company values

 Employees will understand the customer is the guarantee to happiness and success

 Employees will understand the organizational standards

 Educate the importance of customer satisfaction

 Awareness of employee empowerment in the best interest of the customer

Begin Career and Path to Opportunities

 Employees will have a strong awareness of teamwork

Employees will be mentored within their departments to feel successful in their roles and

the organization

 Mentorship will be emphasized as employees will have a personal resource to learn from

as well as team support

  Professional development programs and continued education will be provided to cross

into different career paths or interest

Create Improvement Workgroups

 Process Improvement Workgroups will be identified to help improve customer focus

processes

 Workgroups will be used to identify areas of opportunities and create resolutions based

upon customer satisfaction and organizational standards

 Identify strategies to continue customer retention

 Create and structure the culture of the organization

 Identify internal customer service areas of opportunities and employee satisfaction

Employee Appreciation
 Recognition to employees who exemplify high customer service achievements

 Reward Wellness Program

 Company “holidays” to celebrate wins and successes of the organization and employees

Employee Mental Health and Work-Life Balance

 Mental Health days provided to employees if needed for family/personal focus

 Flexible work schedules

 Family Days-allow employee families to come to the workplace

 Random break activities (hikes, breakfast, lunches, dinners, happy hour)

Customer Appreciation
 Send loyalty appreciation gifts

 Provide vouchers to returning customers

  Strong customer and organization relationships

Technology Strategy
Customer Experience App Overview
Customers seeking to stay at IndiSoul will have access to the IndiSoul app that allows them to

book future stays, change or update upcoming dates and rooms choice, contact customer support

for questions, assistance, and general inquires. Customers will also be able to look at room

through a virtual tour.

Direct to Consumer (D2C)

Customers will have two simple options to select from to determine if future booking is needed

or changes to existing dates.

a. Future Booking Selection

 Customers will select dates

 Select Room- View Room virtually prior to booking

 View amenities description

 Book Room

b. Changes to Existing Dates

 Select previous booking

 Customer will be taken to booking information

 Customer will be able to select from, “Make Changes, View, or Cancel”

 If customer selects “Make Changes”, customer will be taken to Future Booking Selection
  If customer selects “View”, customer will be taken to a summary of the booking (dates,

room selected, and amenities)

 If customer selects “Cancel”, customer will select “Confirm” to ensure prevent

mistake

Customer Support
Customers will have the ability to review support articles that provide general overview

information, how-to, cancellations, rescheduling etc. If customers choose not to review the

articles and need immediate assistance, customers will have three options when selecting Contact

Us: Email, Text, or Live-Chat.

a. Email

 Customers will be required to provide an email when creating credentials for inquires and

notification of bookings

 The email inbox will be managed by administration with live responses

 24 Hour Response Time

b. Text

 Customers will enter phone number as a contact for IndiSoul, however customers can opt

into text notifications

 Customers can text 24 hours with front desk service members for questions or concerns

c. Live-Chat Support

 Customers can live chat service members 24 hours a day to accommodate time zones and

international travel

 Customers can book through live chat if needed or make changes/updates to their

bookings
 d. Augmented Reality (AR)

 Customers can complete a tour virtually through 3D software

 Customers will also be able to see room amenities

 Upon arrival, customers that are unfamiliar with the area can scan the hotel building

through their phone to determine if they are at the correct facility

Suggestive Scripting

Indi-Soul Greeting
Employee: “Thank you for calling Indi-Soul this NAME. How can I help you?

Other suggestions for customer inquiries:

Employee: “Yes, I would be happy to look into that for you”

“I sincerely apologize about the inconvenience, let me take care of this for you.”

Vacation Package Offer

Employee: “I noticed that you booked the Deluxe Villa”

Customer: “Yes, I have”

Employee: “Based on your room choice you could switch to the Couple Stay Package and receive a

three day stay with full breakfast, 25 bar credit, and a private car for transportation with an assigned

driver. In addition to this, there is a full itinerary to organized by Indi-Soul. This allows you to get more

out of your stay for an additional $150. Would you like me to upgrade your room?”

Customer: “That actually sounds great! Pleases upgrade my room”

Employee: “Sure thing! Your room has been upgraded, thank you for choosing Indi-Soul. See you

soon!”

Loyalty Program
Silver Bronze Gold
Points: 10,000 Points: 20,000 Points: 30,000
Mobile Check-In Free Room Upgrade Free Room Upgrade
$10 Bar Credit Priority Late Check-Out One Free Night
Mobile Check-in Priority Late Check-
$20 Bar Credit Out
Mobile Check-In
One free meal
$50 Bar Credit

 Tier Based Point System

 Mobile App that includes Check-In feature

 24/7 Customer Support

 Virtual Tour through Mobile App

 Bar Credits based upon number of days booked

 If part of the loyalty program, bar credit will be given based upon point increments

 Priority Late Check-Out with no additional fees for Bronze and Gold Members

 Customers will be given the option to enroll in the loyalty program free of charge on

website

 Customers who use mobile app will automatically be enrolled loyalty program

 Upon check-in, front desk staff will offer enrollment to loyalty program
  Customers will receive a small info sheet with loyalty program tiers in room

 Loyalty program placards will be in the elevators, door entrances, and hotel halls to

market loyalty program

Three Page Brochure

Front Second Page
Bronze Level
Indi Soul Loyalty Points: 20,000
Program Free Room Upgrade
Priority Late Check-Out
Mobile Check-in
$20 Bar Credit

by Unknown by Unknown
Author is Author is
licensed licensed under
under Sign up Today!
by Unknown Author is
licensed under
Back of Front Page Third Page

Indi Soul wants you to be apart our loyal Gold Level

family! Enroll free of charge and accrue
Points: 30,000
points.
Free Room Upgrade
Silver Level
One Free Night
 Get 10,000 Points!
 Mobile Check-In Priority Late Check-Out
 $10 Bar Credit Mobile Check-In
 Priority Late Check-Out
One free meal for 2
$50 Bar CreditJoin the Family!
 Indi-Soul Customer Experience Training
Welcome to Indi-Soul

We are excited to help guide you through your learning experience and support you as you begin

your new career as part of Indi-Soul. To set you up for success there are a few
CC BY-SA
set-up tasks that you will need to complete in order to begin your learning

experience.

First Impression

As excited as you are to begin your journey, we would love for you to show that same excitement to the

customers. First impressions are extremely important and typically occurs within a matter of a few

seconds. Interact with every customer the best and highest service possible. A few greeting suggestions,

“Welcome to Indi-Soul, how can I help you”?

“Thank you for choosing Indi-Soul, do you need to check in?”

You should also receive a custom uniform to wear during your work schedule. When interacting with

the customers, ensure you are dressed and groomed in a professional manner.

Body Language

We would like our customers and visitors to feel welcomed when visiting our facility. Open body

language is key to an inviting and engaging environment. A few techniques include, standing or sitting

up straight, relax your facial muscles, speak in a calm voice, firm eye contact, open palms, and a smile.
Care and Compassion

Indi-Soul truly believes in creating an experience for our customers as we would not exist without them.

As we conduct daily business it is important to not forget empathy and passion in our environment.

Greet every customer with a warm welcome, encourage feedback and inquire if you notice something is

wrong, and be understanding to our customer needs.