Philippine Edition

Effective Customer Service Training

In today’s rapid technological change where transactions can be closed with just a matter of mouse click, demands naturally have risen for better, faster and more efficient services. Nevertheless, no matter how much advancement may happen, the person behind these new technologies would still spell the difference between a happy, contented customer or the opposite.

Having contented customers in mind, YAS Cebu hosted a seminar workshop on “Effective Customer Service” facilitated by Ms. Charie Soriaga from the Center for Skills and Transformation and discovery Inc (STADI) on September 17, 2005.

Nineteen participants representing all the departments in YAS Cebu were chosen, mostly on the basis of regular direct coordination with the customers. Divided into 4 teams, namely Jumbo, Voltes 5, Fantastic 5 and Growing bulilit, they were given situations wherein they applied the customer service principles. How to deal with problems arising from the normal business to the dealing with a very dissatisfied, emotional, difficult customer?

A big part of successful customer service handling is a matter of attitude. How much do we value these values - Friendship, Teamwork, Tolerance, Competence, Appearance, Authority, Neatness, Integrity, Helping, Respectful, Family, Communication, and Love? How much value we put dictates on how we deal with customers, the amount of respect for them as another person, compassion to their concerns as another person or entity which is likewise taking care of their own customers, or how much importance we put to the success of the whole team in our office not just one self.

Sales, Customer Service and Operations were re-group to present their interpretation and commitment of effective customer service, of which sales committed 24/7 availability, Customer Service with sunrise to sundown including Sundays and holidays of being of service and on call to customers and lastly operations, making sure that logistic support, equipments, etc. are on tip top condition and definitely always on time.

Attitude being the subject, which among these things - bible, heart, entertainment book, medicines, guns, laws and money, should we choose? Well, isn’t it that keeping faith in the one above will give us all the others?

So, with all the participants having gotten totally recharged, our Finance and Admin Manager, Mr. Mark Angus concluded the day’s activity with a very warm congratulations to all the participants and looking forward to seeing everyone totally having internalized the principles and fully made use of them for a very happy, very contented customers, including the internal ones.

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By: Carmelita B. Aguirre / Admin Assistant - Cebu