“Good Products Always Come with Great Services.

Home Care Technician IKHLAS Procedure

(HTIP)
HANDOUT

Name : ……………………………………………………………………………
HT Code : ……………………………………………………………………………
Confidential
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TABLE OF CONTENTS

1.0 Objectives, Mission, Vision and

Definition of Home Care Technician IKHLAS Procedure (HTIP)
2.0 Main Components of HTIP
3.0 HTIP Cycle
4.0 Pre – Service
5.0 Service
6.0 Post – Service

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1.0 OBJECTIVE, MISSION, VISSION &
DEFINITION OF HTIP Definition of HTIP

MISSION:
OBJECTIVE:
HOSPITALITY
To provide
“Home Care professional
Technician IKHLAS hospitality to
customers through
Procedure (HTIP) is
not just to get
warm, friendly and
genuine service
TOLERANCE
things done for a
specific outcome
but to offer
customers VISION: INTEGRITY
something beyond
their expectation.’’ To promote
customer’s loyalty
and to create a
memorable
experience that POLITE
lasts.

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2.0 MAIN COMPONENTS OF HTIP
A – APPEARANCE
____________________________________
____________________________________

B – BEHAVIOUR
HTIP ____________________________________
____________________________________

C – COMMUNICATION SKILLS
____________________________________
____________________________________

D – PRODUCT KNOWLEDGE
____________________________________
____________________________________

E – ETIQUETTE
____________________________________
____________________________________
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3.0 HTIP CYCLE
HTIP CYCLE:
Preparation prior to care service/AS
1. PRE-SERVICE
2. SERVICE
3. POST-SERVICE

HT to meet, greet & create

HT continuously show their bonding with customer
care and love for customers

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4.0 PRE - SERVICE
Pre – Service Flow:
1. Check Service Appointment from Service Care App

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 Pre – Service Flow:
2. Set the Appointment
Call Customer first week of the month to inform the date of appointment
Set the appointment by calling your customer three days prior to the date of the appointment. If the
customer cannot be reached by a phone call, send a message via WhatsApp or SMS.

Dear valued customer,

I’m ____ Coway Home Care Technician. I would like to make an appointment on Care Service for your
mattress. May I call you back at (state the time). Thank you! 

Dear valued customer,

This is to confirm your Care Service appointment will be set

on (day, date and time). Sir/Madam, as a procedure of our
service, kindly remove the bedsheet as well as keep
valuable things away to ease the service process.
Thank you.

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3. Tips for Creating a Positive Telephone Etiquette
 Distraction - Eliminate distractions (Do not eat food/chew gum/drink)
 Salutation - Use titles with names (Mr./Mrs./Sir/Madam/Miss/Tuan/Puan/Dato’/Datin etc.)
 Preparation - Be prepared with necessary notes and information
 Time - Be punctual
 Smile & Intonation - Smile and mind your voice intonation
 Body Posture - Use proper body posture (avoid slouching in your chair or resting the smart phone
between cheek and shoulders as you do other work)

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 Pre – Service Flow:
4. Grooming and Tool Check
Uniform: Tools:

Neat hair Beard and moustache

should be neat and Always make sure the
well-trimmed wheels of the bag
and luggage is clean
Coway Lanyard & ID before entering the
Uniform fits well
customer’s house

Well-polished black
Black socks formal shoes/loafers

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 Pre – Service Flow:
5. HT’s Journey Plan
 You should spare at least 45 minutes gap to the next customer’s house.
 You should find the easiest and fastest route in order for you to get to your customer’s house on time.
 You should check the local traffic and the weather condition to ensure your journey to your customer’s house
is smooth.
 You should plan your resting period and the location you plan to rest.
 You should check with your customer on the parking arrangement when you reach your customer’s house in
order not to block any parking space/spot. If your customer’s house is in an apartment/condominium area,
make early arrangements with your customer/liaise with the building management as where to properly park
your car.

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PRE – SERVICE PHRASEOLOGY- 1st week of the month
1. GREETING & SELF-INTRODUCTION
“Good morning. I’m HT ____ from Coway Malaysia.”
“Selamat pagi. Saya HT ____ dari Coway Malaysia.”

2. IDENTIFY YOUR CUSTOMER

“May I speak to Mr./Mrs./Ms. ____?”
“Boleh saya bercakap dengan Encik/Puan/Cik _____?”

3. VERIFY YOUR CUSTOMER’S SITUATION

“Are you available to talk at the moment Sir/Madam/Miss?”
(If yes, proceed to the next step. If no, “May I know when I can call you back?”)
“Boleh saya bercakap dengan Encik/Puan/Cik sekarang?”

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 PRE – SERVICE PHRASEOLOGY
4. REASON OF CALLING
“The reason I am calling is to set an appointment to come over for your mattress care service.” (add SOP)
“Tujuan saya membuat panggilan ini adalah untuk membuat temujanji untuk ‘service care’ tilam.”

5. SET DAY, DATE, TIME & CONFIRM INSTALLATION ADDRESS

“Are you available on (day, date & time), Sir/Madam/Miss? I would like to confirm your address at ____. Is this the correct address?”
“Adakah Encik/Puan/Cik berkelapangan pada (hari, tarikh & masa)? Adakah kediaman Encik/Puan/Cik beralamat di _____?”

6. RECONFIRM DAY, DATE & TIME

“I would like to reconfirm our appointment on (day, date & time). Is it fine with you Sir/Madam/Miss?”
“Saya ingin mengingatkan kembali temujanji kita pada (hari, tarikh & masa). Adakah Encik/Puan/Cik setuju dengan hari, tarikh dan masa ini?”

7. END GREETING
"Sir/Madam/Miss, 3 days before the appointment date, I'll call to remind you again.Thank you and have a nice day!”
Saya akan menghubungi Encik/Puan untuk mengingatkan kembali temujanji 3 hari sebelum tarikh
temujanji“Terima kasih. Jumpa Encik/Puan/Cik nanti ya!”

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PRE – SERVICE PHRASEOLOGY- 3 Days Before
1. GREETING & SELF-INTRODUCTION
“Good morning. I’m HT ____ from Coway Malaysia.”
“Selamat pagi. Saya HT ____ dari Coway Malaysia.”

2. IDENTIFY YOUR CUSTOMER

“May I speak to Mr./Mrs./Ms. ____?”
“Boleh saya bercakap dengan Encik/Puan/Cik _____?”

3. VERIFY YOUR CUSTOMER’S SITUATION

“Are you available to talk at the moment Sir/Madam/Miss?”
(If yes, proceed to the next step. If no, “May I know when I can call you back?”)
“Boleh saya bercakap dengan Encik/Puan/Cik sekarang?”

4. REASON OF CALLING
“The reason I am calling is to set an appointment to come over for your mattress care service.” (Add SOP)
“Tujuan saya membuat panggilan ini adalah untuk membuat temujanji untuk ‘service care’ tilam.”

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PRE – SERVICE PHRASEOLOGY
5. SET DAY, DATE, TIME & CONFIRM INSTALLATION ADDRESS
“Are you available on (day, date & time), Sir/Madam/Miss? I would like to confirm your address at ____.
“Adakah Encik/Puan/Cik berkelapangan pada (hari, tarikh & masa)? Adakah kediaman Encik/Puan/Cik beralamat di _____?”

6. RECONFIRM DAY, DATE & TIME

“I would like to reconfirm our appointment on (day, date & time). Is it fine with you Sir/Madam/Miss?”
“Saya ingin mengingatkan kembali temujanji kita pada (hari, tarikh & masa). Adakah Encik/Puan/Cik setuju dengan hari, tarikh dan masa ini?”

4. Reminder
"I also would like to remind you to remove the bedsheet and keep your belonging before I start the service."
“Saya ingin mengingatkan Encik/Puan/Cik untuk alihkan cadar dan simpan barang peribadi”.

7. END GREETING
“Thank you and have a nice day!”
“Terima kasih. Jumpa Encik/Puan/Cik nanti ya!”

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5.0 SERVICE
Service Flow:
1. Visiting Notification
 Prior to visiting your customer’s house, send a voice message via Whatsapp to inform
your current location.
 Update your health status by sending a screenshot of your MySejahtera via WhatsApp to
your customer.
 If you are unable to reach your customer’s house on time, send a message to inform your
customer that you might not be able to arrive at their house at the stipulated time.

Dear valued customer,

Due to unforeseen circumstances, we are expecting XXX minutes delay on our arrival. On behalf of Coway,
we apologize for the inconvenience caused. We highly appreciate your understanding.

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Service Flow:
2. In-House Etiquette Guide
(When you arrive at your customer’s house)
 Grooming check – Check your uniform and
appearance
 Walk with confidence – Observe your body
posture while walking to your customer’s house
 Observe your surrounding
 Positive mind set – Always put on a smile and be
motivated
 Follow Covid-19 SOP – Always adhere to the
SOP to protect yourself and your customer
3. Topics to Avoid during Rapport Building
 Politics
 Religion
 Personal Finance
 Gossip
(When you enter at your customer’s house)
 Introduce yourself and state your reason of visit
 Greet your customer cheerfully with a smile
 Find something nice to say and never comment
on their home (good/bad).
 Focus on your service and avoid eavesdropping
 Give your business card and ask for the product
feedback
 Leave the gate open – for safety reasons
 Avoid wandering around the house and always
ask for permission
 Be friendly, stay humble and maintain your
professionalism
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Service Flow: Points to Remember!
✔ Air circulation
4. Seven Steps of Mattress Care Service ✔ Power point permission
✔
 Confirm mattress location
Vacuum operating sound
✔ Frequent area use on

 Ask your customer to keep their personal/valuable items mattress

 Check the condition of the mattress

 You are advised to snap a photo of the mattress before conducting your service
 Scan the barcode
 Prepare the tools according to the sequence on the mat so you do not miss any steps
 Offer customer to watch you perform the service

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SERVICE PHRASEOLOGY
1. GREETING & SELF-INTRODUCTION
“Good morning/afternoon/evening, Sir/Madam/Miss. I’m HT ____ from Coway Malaysia. Are you Mr./Madam/Miss ____?”
“Selamat pagi/tengahari/petang, saya HT ____ dari Coway Malaysia. Adakah ini Encik/Puan/Cik ____?”

2. STATE REASON OF YOUR VISIT

“I am here to do the mattress service care.”
“Tujuan saya datang pada hari ini adalah untuk membuat ‘care service’ tilam.”

3. ASK PERMISSION TO ENTER YOUR CUSTOMER’S HOUSE

“May I come in to do conduct the care service?”
“Bolehkah saya masuk untuk melakukan ‘care service’ tilam?”
Remember: Wipe trolley wheels and wear dust shoes
: Leave the gate open

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 SERVICE PHRASEOLOGY
4. CASUAL TALK WITH THE PERSON-IN-CHARGE/CUSTOMER
“How are you today, Sir/Madam/Miss?”
“Encik/Puan/Cik apa khabar? Sihat?”

5. ASK FOR PRODUCT FEEDBACK

“Is there any feedback that you would like to highlight while using our product?”
“Adakah Encik/Puan/Cik mempunyai sebarang maklumbalas ketika menggunakan produk kami?”

6. ASK FOR CLARIFICATION

1. “Can you show me the location of the mattress?”
2. Sir/Madam/Miss, can you check you room and keep all your personal belongings while I go and wash my hands?”
1. “Bolehkah Encik/Puan/Cik tunjukkan lokasi tilam?”
2. Bolehkah Encik/Puan/Cik periksa bilik terlebih dahulu dan simpan semua barang-barang berharga sementara saya mencuci tangan saya?”

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SERVICE PHRASEOLOGY
7. ARRANGE ITEMS SURROUNDING THE MATTRESS
“Sorry for asking again Sir/ Madam/Miss, have you removed everything that is needed? Do you want me to assist you in arranging your items
away from the mattress? How do you want me to organize it?"
“Maaf kerana bertanya lagi Encik/Puan/Cik, adakah semua barang-barang yang sepatutnya telah dipindahkan? Adakah Encik/Puan/Cik
memerlukan bantuan saya untuk memindahkan barang-barang yang berada di sekeliling katil? Bagaimana Encik/Puan/Cik mahu saya menyusun
barang-barang tersebut?”

8. CHECK THE CONDITION OF THE PRODUCT

“Before I start the service, I will check the mattress if there’s any abnormality and the type of the fabric."
“Saya akan periksa kondisi tilam jika terdapat sebarang kerosakan pada tilam sebelum saya memulakan servis.”

9. PRE - EXPLANATION
“I will explain the 7 steps mattress care service that we will be doing today.”
“Saya akan jelaskan 7 langkah mattress care service yang akan saya lakukan pada hari ini.”

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SERVICE PHRASEOLOGY
10. PRODUCT SERVICE
1. Sir/Madam/Miss, may I know where I can put my service tools?”
2. “Sir/Madam/Miss, since everything is in order now, may I start with the service?”
1.“Encik/Puan/Cik, semua telah tersedia. Boleh saya mulakan servis ini?”
2. Encik/Puan/Cik, boleh saya tahu di mana saya boleh meletakkan alatan servis saya?”

11. OFFER TO WATCH SERVICE

“Sir/Madam/Miss, are you interested to watch me perform the service?”
“Adakah Encik/Puan/Cik berminat untuk melihat saya melakukan servis ini?”

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6.0 POST – SERVICE
Post – Service Flow:
1. Clean Service Area & Update Service Sticker
After you have conducted the care service, please ensure to:
 Clean the service area
 Update the service sticker
 Place the service sticker under the topper
 Explain to the customer the care service you have done to their mattress

2. Useful Tips for Mattress Care

Protect the mattress using a mattress protector
 Let sunlight in occasionally
 Wash the bed linen regularly

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Post – Service Flow:
3. Check-out Guide
Before leaving the customer’s house, please ensure to:
 Ask your customer to leave their signature on the service care app as verification that the
care service has been successfully conducted
 Remove and dispose gloves and dust shoes outside of the customer’s house
 Follow up with the customer for any issue/feedback if necessary

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 POST - SERVICE PHRASEOLOGY
1. CARE SERVICE – SERVICE EXPLANATION
“Your mattress care service is completed. Do you mind to come this way for a while so that I could make some explanation to you, Sir/Madam/Miss?”
“Mattress care servis ini telah selesai. Bolehkah saya memberi sedikit penjelasan tentang servis ini?”

2. CARE SERVICE – DUST MITE REPELLENT

“I have applied the dust mite repellent. As I've mentioned before, you can put the bedsheet on the mattress after one hour.”
“Saya telah meletakkan ‘dust mite repellent’. Seperti yang telah saya terangkan sebelum ini, Encik/Puan/Cik bolehlah memasang semula cadar
selepas 1 jam.”

3. CARE SERVICE – MATTRESS DEFECT CHECK

“Could you double check and see whether there are any defects on the mattress?"
“Bolehkah Encik/Puan/Cik memeriksa dan pastikan tiada sebarang kerosakan pada tilam?”

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 POST - SERVICE PHRASEOLOGY
4. ASK FOR YOUR CUSTOMER’S SIGNATURE
“Sir/Madam/Miss, could you leave your signature here please?”
“Bolehkan Encik/Puan/Cik tandatangan di sini?”

5. SERVICE STICKER
“If you have any feedback on your product, you may refer to the service sticker that is attached to the product. I have recorded the service today and I
have written my contact details there as well.”
“Jika Encik/Puan/Cik mempunyai sebarang maklumbalas terhadap produk, Encik/Puan/Cik boleh menghubungi saya melalui nombor telefon yang
tertera pada pelekat di produk.”

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 POST - SERVICE PHRASEOLOGY
6. COLLECTION & APPOINTMENT MANAGEMENT
Situation 1 (Non-Coway Mattress)

① "The total service charge of today mattress care service is RM xxx."

(Only apply for customer 1-time service)

② "Would you like to pay by cash or card?“

(If card can use Plug and Pay device)

③ "This is your payment receipt. Thank you, Sir/Madam.

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 POST - SERVICE PHRASEOLOGY
8. COLLECTION & APPOINTMENT MANAGEMENT
Situation 2 (Coway Mattress)

① "Now you're renting Coway Prime Series Mattress King set with
the rental amount of RM189/month." (State the details)

② "I have checked the status payment for this month have
successfully deducted from your account.“

③ "Sir/Madam, I will come to care service again for next 4 months."

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 POST - SERVICE PHRASEOLOGY
9. SERVICE SALES
Recommend customer to :-
① Subscribe Coway mattress for their own good sleep and health or;

② Subscribe Mattress Care Service for current mattress and other mattresses in the house
(1-year or 1-time) or;

③ Share our promotion with their contacts / request for some potential prospects.

10. END GREETING

“Thank you for your time today. Have a nice day!”
“Terima kasih untuk masa Encik/Puan/Cik. Jumpa lagi!”

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THE END! 

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