PHILIPPINE PIZZA INCORPORATION

HISTORY
PPI Holdings, Inc. is the franchisee of Pizza Hut, Taco Bell, and Dairy Queen in the Philippines, with over 300
company owned food service outlets (over 200 Pizza Hut and 6 Taco Bell restaurants and over 100 Dairy
Queen outlets). Worldwide, Pizza Hut is the largest and most recognized pizza chain with over 16,000
restaurants in 100 countries. Taco Bell and Dairy Queen are also number one in their respective categories.

PIZZA HUT
Throughout the Philippines, Pizza Hut has established its name to be synonymous with “great pizza” thanks to top-of-
line line ingredients from the perfect crust to the freshest toppings.

Serving its customers with uncompromising quality and excellence, Pizza Hut has reaped accolades from
industry experts worldwide. Its products have been voted.

TACO BELL
Taco Bell, a subsidiary of Yum! Brands, Inc., is the world’s number one taco restaurant. It serves burritos,
signature quesadillas, nachos and other specialty items. Taco Bell serves more than 38 million customers each
week in more than 6,400 restaurants. There are over 300 international restaurants operating in Canada,
Guam, Aruba, Dominican Republic, Chile, Costa Rica, Guatemala, Puerto Rico, Ecuador, Asia, and Europe.

DAIRY QUEEN
The world’s number one ice cream chain is now in the Philippines, offering the same recipe that has ensured
its sweet global success. With more than 7,000 stores in 31 countries, Dairy Queen is quickly carving its niche
in the hearts of dessert lovers in the Philippines, who enjoy popular products such as the Dilly bar, Ice Cream
Sandwich, Milkshakes, the refreshing Moolatte ice-blended coffee drink, and the all-time favorite, the Blizzard,
whose “served upside-down” appeal offers a fun way to enjoy ice cream.

Vision
To be the #1 casual dining and delivery restaurant chain.

Mission
To be the first choice for every casual dining ad delivery occasion by providing our customers the best times
around the best pizzas through people who are highly motivated, empowered and dedicated to increasing
employees and shareholders value.

OUR VALUES
 Stewardship
 Excellence
 Innovation
 Integrity 
 PROBLEMS
i. Bad Customer Complaints
ii. Rude Employees
iii. Long time served of food.
iv. Unskilled personnel
v. Not good in communication
vi. Lack of Empathy
TRAINING PUROSE
 The purpose of this training is to identify the appropriate customer service satisfaction and activities
required to achieve the desired learning outcome.
 To provide a clear understanding of resolving a customer complaints and build a relationship to the
customer.
 This is aimed to provide a good service in every customer they encounter for every journey of the
organization.
TRAINING PROGRAM
Aimed at improving the single most important resource in the organization:
PEOPLE.
LEARNING OBJECTIVES
 By the end of this one-day customer service training program, the participants will have:
 Adopted a consistent, professional style when speaking with customers
 Developed skills in engaging with customers and handling their enquiries effectively
 Listened effectively, asked questions and summarized to respond fully to a customer request
 Identified ways they can add value to customer relationships and exceed expectations
 Practiced how to turn customer service disappointment into a positive experience
 Know loyalty and rewards program that keep customer through time.
WHO WILL ATTEND THE TRAINING?
1. Sales Managers
2. Customer Service Representatives and Agents
3. Branch Heads
4. Those who are involved in the business of selling products/services & customer relation management.
TRAINING OUTLINE
Defining customer service
 What does great service look like and feel like?
 Sharing our own experiences of good and bad service
 Responsibility for customer service
 Stepping into your customers’ shoes
 Individual and group exercises, facilitated group discussion
Handling customer enquiries
 Customer contact model and service standards
 Creating lasting first impressions
 Building and maintaining rapport
 Using positive language and tone of voice
 Demonstration, facilitated group review, pairs exercise with group review
Establishing customer needs and responding to requests
 Questioning
 Active listening – including taking notes summarizing
 Practical exercises in pairs and trios with group discussion
GAME
Same letter, new sentence
A variation of the above exercise, with the difference that the next person builds on top of what’s been said
with a sentence that starts with the same letter that the previous sentence ended with.
This trains your listening skills even more, since you have to pay full attention till the end of the last sentence
to be able to make the correct follow-up sentence.
Handling work based customer requests
 Identifying challenging customer requests
 Responding to challenging customer requests assertively
 Group discussion, short practice sessions in pairs with feedback
Service recovery
 Turning disappointment into delight
 Identifying the nature of customer complaints
 Responding to customer complaints
 Introducing colleagues to resolve customer service issue
 Group discussion, presentation, exercise with group review
Complaint handling practice
 Practice brief
 Practice sessions
 Complaint handling practice sessions with feedback, group review
Building customer relationships
 Relationship triangle – trust and loyalty
 What differentiates us from our competitors?
 Identifying ways to add value and exceed customer expectations
 Following up
 Presentation, revolving flipchart exercise in small groups, group review
Applying the learning and next steps
 Review of learning and action planning
 Course feedback
The customer service training will be supported with:
 An optional participant pre-course questionnaire and/or pre-course reading covering customer care
 A color printed workbook with customer service tips, techniques and space for personal note
VENUE: NEW FRONTTIER THEATER

Schedule: 1-Day Training Program

Keynote Speaker:
Roger Collantes
CEO, Global Learning Solutions
Author & International Speaker
Former Learning & Development Director
Asia Pacific Global Consumer Group, CITIBANK, N.A.
Roger Collantes is a Global Training, Talent and Human Resources Practitioner for more than 25 years, a Senior
Executive Coach to multinational C-suite executives, a Best-Selling Author on Resilient Leadership (“Beyond
Survival”), a sought-after International Motivational Speaker, and a passionate EduTech Entrepreneur involved
in cutting edge educational advocacies.
Roger is Founder & CEO of Global Learning Solutions Pte Ltd (Singapore, Malaysia, Indonesia and Philippines),
Master Franchisee & CEO of MindChamps International Preschools (Philippines), Co-Founder & President of
Smarter Robotics (Philippines & Malaysia). He is currently the Chairman of Global Digital Learning Solutions
Limited (Hong Kong), an innovation startup focusing on the application of Artificial Intelligence and Humanoid
Robotics to education and customer experience design.
RESOURCE SPEAKER #2

Resource Speaker:
Ricardo “Ricky” de Vera, MBA, CSP
President, Pinpoint Direct Consultancy
Certified International Trainor – Singapore/Japan
Chairman Emeritus – Phil. Marketing Association Chapters
Lead Facilitator – ASEAN Center Of Excellence
Ricky de Vera is a Certified International Trainer on Salesmanship, Customer Relations Management, Customer
Service Management, Leadership and Business Development. He is a Consultant for Retail, Manufacturing,
Pharmaceutical, Real Estate, Banking & Finance, Telecommunications, IT, amongst others. He is the Author of
‘Business Psychology In Work Organizations’, a reference guide to employee-employer interaction. He is a
Contributing Writer for major newspapers – Philippine Daily Inquirer, Business World, China Business
Magazine, and Entrepreneur Magazine.
Ricky holds an MBA degree and a Professor in De La Salle University. He is the first Filipino Trainer authorized
by the Australia/New Zealand Marketing & Sales Association to conduct diploma courses and specialized
workshops. He got his training from the International Training Institute of Singapore and Association for
Overseas Technical Scholarship (AOTS) in Japan. Ricky, with his training and expertise in Behavioural
Psychology, presents an unorthodox, dynamic and behavior-driven approaches to Salesmanship and Customer
Service Management.
RESOURCE SPEAKER #3

Resource Speaker:
Daphne Barrameda-Granfil
Managing Director, Granfil Consulting Group

Daphne Barrameda-Granfil, Seasoned L&D management consultant with a demonstrated history of working in
the industry of corporate learning & organizational development, public relations & communications,
journalism, and corporate-social responsibility (CSR). Skilled in Public Speaking, PR & Marketing
Communication & Strategy, Talent Development & Management, Event Management, and Business
Journalism (traditional & online). Strong corporate & creative management consulting professional who
earned her degree in A.B. Mass Communication from St. Joseph's College (Quezon City, Manila, Philippines);
certified Master in Project Management and Fellow of the American Academy of Project Managers, and soon-
to-be certified as Management Consultant by the Institute of Certified Management Consultants Philippines. 
 Budget Plan

Description Budget

Resource Speaker 1st - 50, 000 pesos

Catering 100, 000 pesos

Transportation 30,OOO pesos

Additional stationery, 20,000 pesos

TOTAL 300,000 pesos