SERVICE STANDARDS Objectives:

1. To set the service standards for the OCVI personnel at any Megasportsworld (MSW) Sport Betting Outlet.

2. To provide the MSW Sports Outlet Staff strict guidelines on service standards.

3. To optimize performance of the MSW Outlet Staff by setting up service standards.

4. To attain consistency on the performance of the duties and responsibilities of the MSW Outlet Staff.

Scope: This procedure applies to service standards to followed by the MSW Sports Outlet Staff

POLICIES AND PROCEDURES: 1. All MSW Outlet Staff must achieve the service standards and

targets set.

2. Guidelines to be followed by the MSW Outlet Staff:

a. Customer Service:

• Services are delivered on time.

o Requests from customers to be fulfilled on time.

o Always give feedback to customers whether it is a positive or negative result.

• Value the customer.

o Customer comes first at all times.

o Always serve with a smile.

o Full attention should be given to customers at all times.

o Call customers by their first names.

o Be professional in dealing with customers at all times.

o Know your customers (KYC).

Service Standards

POLICIES AND PROCEDURES: b. Corporate Image:

• Dressed professionally.

• Uniforms must be worn whenever they work.

• Never visit the outlet wearing casual clothes. Keep the corporate image intact.

c. Product Selling:

• Introduce to customers all bet types/options.

• Introduce to customers all sports offered for betting.

• Offer more betting options on sports betting to customers.

• Advice customers on betting options.

Service Standards

POLICIES AND PROCEDURES: d. Product Knowledge:

• The Outlet Staff must be knowledgeable about the various sports/products being offered.

• The Outlet Staff must be able to handle inquiries from customers regarding the products being offered.

• Continuous learning of the sports/products through reading magazines, searching the internet and others.

Service Standards

POLICIES AND PROCEDURES: 3. The MSW Outlet Staff should be creative. Always find ways or

ideas to improve the performance and achieving or surpassing the targets of the outlets.

4. The MSW Outlet Staff must strive to build the customer database. Collect home phone numbers, mobile phone numbers, email addresses and other contact information from customers.

5. First shift MSW Outlet Staff must provide information to the second shift MSW Outlet Staff on the big selling games for the day.

Service Standards

POLICIES AND PROCEDURES: 6. A Mystery Shopper will visit the MSW outlet to check the

efficiency and compliance of the outlet personnel with regard to the operations and service standards. The result will be discussed with the MSW Outlet Staff the areas for improvement and non-compliance issue.

7. The MSW Outlet Supervisor must ensure that all service standards and targets set by the company are achieved by the MSW Outlet Staff.

Service Standards

POLICIES AND PROCEDURES: 6. A Mystery Shopper will visit the MSW outlet to check the

efficiency and compliance of the outlet personnel with regard to the operations and service standards. The result will be discussed with the MSW Outlet Staff the areas for improvement and non-compliance issue.

7. The MSW Outlet Supervisor must ensure that all service standards and targets set by the company are achieved by the MSW Outlet Staff.

Service Standards

RESPONSIBILITY

The MSW Outlet Supervisor and the MSW Outlet Staff are responsible in the implementation of this policy to achieve the

standards set.

Service Standards

DRESS CODE AND GROOMING Service Standards

ITEM FEMALE MALE

HAIR 1. Must be neatly maintained regardless of length.

2. Color will be accepted granting the color is not too loud or bright.

3. NO hair should cover the face at all times. Full bangs are not allowed.

4. Hair accessories should be of shade of black or brown only.

1. Long hair will be allowed but this should be neatly maintained at all times, it should still look professional.

2. Use of plain black tiny ponytail. Tie the hair neatly at the back not higher than the back of your ears.

3. Color is acceptable granting the color is not too loud or too bright.

4. No hair should cover the face at all times.

5. NO facial hair is allowed. Male staff should shave regularly

DRESS CODE AND GROOMING Service Standards

ITEM FEMALE MALE

TATTTOO Must not be visible. Must not be visible.

SHOES Only solid black shoes with 1”heels exemption applies to identified staff with health issues.

Only solid black leather shoes will be allowed.

NAMEPLATE Wear the nameplate on the left side of your blazer (For CRS) , and on the right side of your polo shirt (For CSA).

Wear the nameplate on the left side of your blazer (For CRS) , and on the right side of your polo shirt (For CSA).

DRESS CODE AND GROOMING Service Standards

ITEM FEMALE MALE

BLAZER 1. Wear a crease free blazer at all times exemption applies to staff of DSB and identified staff with health issues during the day shift due to poor ventilation.

2. Fold in ¼ sleeves of your blazer to make the inside color visible.

Wear crease free blazer at all times. Iron blazer and fold properly when keeping in bag exemption applies to staff of DSB and identified staff with health issues during the day shift due to poor ventilation.

POLO SHIRT Must be tucked properly (applicable to CSA and new staff wearing skirt) AT ALL TIMES

Must be tucked properly (applicable to CSA and new staff wearing skirt) AT ALL TIMES

DRESS CODE AND GROOMING Service Standards

ITEM FEMALE MALE

MAKE-UP 1. Moderate make up at all times.

2. Shades must be of earth colors. Avoid using loud or bright colors.

Not applicable.

EARRINGS Only white pearl stud earring is allowed.

Not allowed.

FINGER NAILS 3. Must be clean and in moderate length.

4. Preferably, CLEAR NAIL POLISH but colored nail polish is also acceptable provided the color is as close to normal skin tone or color.

5. NAIL ART is not allowed.

Must be clean and in moderate length.

DRESS CODE AND GROOMING Service Standards

ITEM FEMALE MALE

LEG STOCKING Standard color across all outlets must be black.

Not applicable.

SKIRT All new female staff to wear skirt only until regularization.

Not applicable.