Name: Ignacio, Khervin F. Date: Nov.

12, 2023
Course & Section: BSOA – 2A Professor: Sir. Mark Raffy Bacay

Building Customer Trust Action Plan

Step 1: Self-Assessment

 Company: Puregold Price Club, Inc. (PGOLD)

 Strengths:
S1: Good customer relationship - A crucial strength is the ability to develop trusting
relationships with consumers. This promotes loyalty, repeat business, and good word of
mouth. It's critical to sustain and keep enhancing these connections.
S2: Strong supplier relationship - The quality of a product or service can be
dependable and constant if there is a solid relationship with the source. Customers value
this dependability, which can contribute to trust. However, relying too heavily on one
source can leave you open to risk.
S3: Brand reputation - Building client trust requires a solid brand reputation, which is a
valuable asset. It suggests a track record of meeting standards for quality and customer
service. Through constant excellence and moral behavior, this should be enhanced and
preserved.
S4: Alliances & Joint Ventures - Partnerships can aid in product expansion and client
outreach. However, if partnerships break their promises, confidence can be readily
destroyed. It is essential to manage and continually assess these interactions.

Weaknesses:
W1: In-store customer service - If in-store customer service is lacking, it can
undermine the trust-building process. Customer dissatisfaction and trust loss are
consequences of poor service. Enhancing staff involvement and training is crucial.
W2: Hardships in opening branches in Visayas and Mindanao - The efforts to create
confidence in certain places may be constrained by expansion challenges. To establish a
greater presence in these areas, it is imperative to solve these difficulties, whether they
are logistical, governmental, or market-related.
W3: High competition - High competition can be a weakness because it can put
pressure on pricing, and it might lead to a focus on short-term strategies rather than
long-term trust building. Differentiation, innovation, and superior customer service can
help mitigate this challenge.

Areas that need improvement:

1. In-store customer service (W1): Programs for staff training and development that
will improve their attitudes and abilities in providing customer service. Regular client
surveys and feedback can help pinpoint areas for development.
2. Expansion in Visayas and Mindanao (W2): Create a strategy plan to address the
problems in these areas after conducting a thorough analysis of them. This could
 entail logistical planning, market research, regulatory compliance, or collaborations
with nearby companies.
3. High competition (W3): Invest on tactics that distinguish your company from rivals.
This could be special product lines, rewards plans, or advertising campaigns that
highlight your brand's worth and dependability.
4. Monitor alliances and joint ventures (S4): Keep an eye on how your partnerships
and alliances are doing. To prevent any erosion of client trust, make sure they
adhere to high standards and share your brand's values.

Step 2: Customer Insights

 Reviews of customer feedback, complaints, and survey results related to their

interactions with the company.
 The review expresses the author's general displeasure with their current place of
employment in a number of ways. They believe that while it is advantageous for skill
development, the uneven emphasis is detrimental to mental health. They voice their
worries about subpar management and insufficient pay. There is a lack of work-life
balance and career direction, which contributes to stress and discontent. The hiring
procedure is said to be very slow. The workplace is described as poisonous and
stressful, which has an adverse effect on health and productivity. The evaluation
concludes by highlighting problems with management, pay, career advancement, work-
life balance, and workplace culture, reflecting a bad experience and outlining areas that
require improvement for both prospective employees and the company as a whole.

Step 3: Goal Setting

1. Define Trust-Building Goals: Start by recognizing the particular contexts in which

developing trust is crucial. It might be connected to employee trust, consumer trust, or
business partner trust, for instance. Define your goals for each of these categories
clearly, such as lowering customer complaints or raising favorable reviews.
2. Measurable Objectives: Make quantifiable objectives that specify the precise results
the company hopes to attain once their trust-building objectives have been established.
An objective can be to minimize the number of complaints by a specific percentage
within a specified timeframe, for instance, if the goal is to decrease client complaints.
3. Establish Key Performance Indicators (KPIs): Determine the key performance
indicators the company needs to track its progress toward its goals. Metrics like
customer satisfaction ratings, the quantity of favorable reviews, or the frequency of
complaints could be some of these.
4. Timeline: Establish a timetable that will allow the company to accomplish its goals. This
instills a sense of accountability and urgency, ensuring that you make steady progress
toward its trust-building objectives.
5. Regular Monitoring and Feedback: Keep an eye on things and gather feedback.
Utilize this information to check its progress toward its goals and, if necessary, modify
the strategy.
6. Communication: Inform all interested parties of the efforts and developments in
fostering trust. Transparent and open communication can contribute to the growth of
trust.
7. Celebrate Achievements: Celebrate the accomplishments and recognize the team's
effort and commitment when the company achieves its trust-building goals.

Step 4: Training and Skill Development

 Skill or Knowledge areas to enhance trust with customers: Active Listening,

Empathy, Product Knowledge, Conflict Resolution, Cultural Sensitivity and Diversity,
Technology and Digital Literacy, Problem-Solving and Decision-Making.
 Training Plan:
Courses: “Effective Communication and Active Listening Skills”, “Developing
Empathy in Customer Interactions”, “Comprehensive Product Knowledge Training”,
“Conflict Resolution and Customer Satisfaction”, “Cultural Sensitivity in Customer
 Service”, "Digital Customer Service Tools and Techniques", "Problem-Solving
Strategies for Customer Support".

Step 5: Communication Plan

 Plan for clear and effective communication with customers:

1. Customer Service Training: Make certain that all staff members who interact with
customers receive in-depth instruction in problem-solving, active listening, and
effective communication.
2. Response Time Guidelines: Set benchmarks for inquiries and complaints'
response times. Attempt to react to questions within 24 hours and to complaints
within 48 hours, for instance.
3. Tone and Language: In all customer encounters, stress the use of courteous,
professional, and sympathetic language. Make sure your comments are clear and
avoid using jargon.
4. Active Listening: Employees should receive training in active listening. This entails
recognizing their problems, restating important ideas, and exhibiting empathy.
5. Follow-Up and Feedback: After resolving concerns or inquiries, implement a
methodical follow-up approach to ensure client satisfaction and collect feedback.
6. Continuous Training and Improvement: Give customer service reps opportunity
for continual skill-building and development so they can stay current with market
trends.
7. Documentation and Knowledge Base: For the convenience of customer support
professionals, have an extensive knowledge base containing details about your
products, services, and commonly asked questions.
8. Transparency: Be open and honest with consumers about any problems or delays,
and express yourself properly when there are solutions or new developments.

 Templates or scripts for common customer interactions that reflect trust-building

principles.

- Follow-Up and Feedback Request:

Subject: Your Recent Experience - Your Feedback Matters

Dear [Customer's Name],

We trust that the answer to your most recent query satisfies your requirements.
Your approval is crucial to us, and your opinion can aid us in enhancing our
offerings.

[Request feedback and provide a link or contact information for the customer to
share their thoughts.]

We appreciate you selecting [Company Name]. We are eager to assist you once
more in the future.
 Best regards,

[Name]
[Title]
[Company Name]

Step 6: Empathy and Active Listening

 Practice and improve your empathetic listening skills. Learn to understand

customer concerns and needs better.
- The significance of empathic listening in customer service and offers useful
guidelines for enhancing these abilities. Building trust, efficiently resolving
problems, improving customer happiness, and de-escalating disputes all depend
on empathic listening. Using active listening strategies, avoiding interruptions,
employing empathetic language, asking open-ended questions, reflecting on
emotions, engaging in personal empathy practice, and seeking feedback and
training are all ways to increase empathic listening. This never-ending quest for
improvement results in more sympathetic, efficient, and enjoyable customer
service, which in turn fosters the development of solid, enduring customer
connections.
 Strategies for showing genuine care and empathy in interactions:

1. Active Listening: Listen actively and attentively to the other person.

2. Put Yourself in Their Shoes: Make an effort to comprehend the circumstance or
issue from the viewpoint of the opposite party.
3. Use Emotional Language: Pick words and expressions that evoke empathy.
4. Offer Support: Tell the person that you are ready to help and support them.
5. Body Language: Pay attention to your own body language. Maintain open and
friendly body language, attentive eye contact, and, when appropriate, a genuine
smile.
6. Exercise Patience: People may require space or time to open up or communicate
their feelings.
7. Self-Care: It's critical to look after your needs in order to truly care for others. Make
sure your mental and emotional health is healthy so you can support and empathize
with others.

Step 7: Proactive Problem-Solving

 Common issues or pain points that customers face.

1. Slow Response Times:

- Proactive Strategy: Use chatbots or automated email to acknowledge consumer
inquiries and establish timelines for responses. Establish precise response time
service level agreements and make sure your team constantly complies with
them.
2. Product or Service Quality Issues:
 - Proactive Strategy: Use surveys, feedback forms, or customer reviews to
periodically check the quality of your products or services. Based on consumer
input, invest in methods for quality control and enhancements to products and
services.
3. Difficulty Navigating the Website or App:
- Proactive Strategy: Test the user experience to find and fix navigational
problems. Implement a user-friendly, intuitive design, and provide new users with
lessons or tours.
4. Shipping and Delivery Delays:
- Proactive Strategy: Establish reasonable delivery deadlines and let clients know
what they mean. Inform customers of the status of their shipments via tracking
systems. Give urgent orders the option of expedited shipping.
5. Privacy and Security Concerns:
- Proactive Strategy: The privacy and data protection rules should be made clear.
Implement strong security measures to safeguard consumer data, and give
regular updates on security upgrades and regulatory compliance.

Step 8: Consistency and Reliability

 System for keeping track of the promises and following through on them.

1. Assign Responsibility: Assign accountability for keeping each commitment in a

clear manner. Make it obvious who is responsible for each commitment, whether it's
an individual, a team, or a customer service agent in particular.
2. Set Reminders and Deadlines: Give each pledge a clear due date and a reminder.
You can accomplish this by setting up manual calendar entries or automated
reminders in your system.
3. Centralized Promise Management System: Create a centralized system or piece
of software for coordinating and tracking commitments and pledges. A dedicated
promise management tool or a CRM (Customer Relationship Management) system
can be used for this system.
4. Regular Review and Prioritization: Review any unfulfilled promises on a regular
basis. Put them in order of importance and urgency. Make sure that resources are
distributed appropriately.
5. Training and Education: Continue to instill in the staff the value of keeping your
word to customers. Inform them of the consequences of violated promises and the
part that each team member plays in preserving client confidence.

Step 9: Feedback Loop

 Feedback mechanism to collect insights from customers about their experiences

with the interactions.
 1. Identify Feedback Channels: Choose the methods by which you will get consumer
feedback. Email surveys, post-interaction surveys on your website or app, social
media, phone calls, and in-person feedback forms are typical alternatives.
2. Feedback Survey Design: Create brief, well-structured feedback forms that are
simple to complete. To record both numerical ratings and in-depth remarks, include
both quantitative and qualitative questions.
3. Anonymity and Privacy: Assure clients that their privacy will be maintained and that
their comments will be anonymous (if wanted). This promotes more frank and truthful
responses.
4. Incentives: Consider rewarding consumers who complete customer satisfaction
surveys with little incentives like discounts or gift cards. Participation rates may rise
as a result.
5. Feedback Loop Closure: Create a methodical procedure for analyzing feedback
and acting on it. Acknowledging input, classifying it, and establishing specific action
items to resolve problems or make changes are all part of this process.

Step 10: Monitoring and Evaluation

 Continuously monitoring your progress toward trust-building goals and regularly

assessing the impact of your actions is crucial for maintaining and improving
your customer relationships.

1. Set Clear Trust-Building Goals: Establish definite, quantifiable, and time-bound

trust-building objectives. These objectives must to be in line with the mission and
core values of your company.
2. Frequent Review Meetings: Hold regular meetings with the team's key players to
analyze the data, go over the status, and pinpoint any areas that need improvement.
3. Customer Feedback Analysis: To identify particular problems, issues, and pleasant
experiences, analyze consumer comments, feedback, and survey replies. Determine
recurrent themes and problems.
4. Review Goals and Strategies: Review and modify your trust-building objectives and
plans from time to time in light of shifting consumer expectations and market
conditions.
5. Root Cause Analysis: Root cause studies should be done to identify the underlying
problems in areas where trust-building objectives are not being realized. This entails
determining the reasons behind particular trust-related issues.
6. Action Planning: Make action plans based on the results of your analyses to solve
the problems and strengthen trust-building initiatives. Establish explicit deadlines and
assign roles for these tasks.
7. Implementation of Changes: Put your plans for action into action. Make sure teams
are prepared to implement the changes and are aware of them.

Step 11: Self-Reflection and Adaptation

 In the process of establishing trust, improvement is fueled by both reflection and

adaptability. It becomes obvious as we travel this journey that both our accomplishments
and disappointments serve as priceless teachings. Our victories serve as a constant
reminder that our methods are having an impact on the people we strive to serve,
whether they are expressed in a rise in customer happiness, a decrease in complaints,
or better collaborations. These successes not only demonstrate how effective our trust-
building objectives and strategies are, but they also strengthen our resolve to stay on
this course. It's important to take a moment to reflect on these wins and to show
appreciation for our team's effort and commitment. Such occasions act as a potent
reminder of the value of developing trust inside our organization.

Another crucial component of trust-building is adaptation. The capacity to stay adaptable

and flexible in our approach in a world of changing expectations and dynamics is not a
sign of weakness but rather a testament to our dedication to development and
advancement. Maintaining our responsiveness and relevance requires embracing new
technologies, communication channels, and tactics. New insights on trust and how we
can better serve the requirements of our stakeholders are offered by the unexpected
sources of information, both inside and outside of our business. Our understanding of
trust is enriched by hearing about the opinions and experiences of colleagues, clients,
and business partners.

In conclusion, the process of developing trust involves a persistent dedication to

advancement and growth. It entails recognizing our accomplishments, taking lessons
from our mistakes, adjusting to shifting environments, and valuing the perspectives of
other voices. Ultimately, what drives the development of enduring trust is our ability to
reflect, adapt, and learn.