Customer service is almost non-existent in many businesses in the Philippines especially in the government sector. I am talking about customer service outside the box, going an extra mile to make the customers happy. When I called Hotels to inquire about my credit to be applied to my current booking for a Las Vegas hotel, the customer rep who answered is based in the Philippines. Good to know that we have Hotels call center in the Philippines. India has not taken all the call centers from us after all. She was very friendly and professional and it was evident since I come from the banking industry which focused highly on customer service. She told me that my credit has expired in March 2014, a year from my last activity. But before I could ask for it, she happily told me that she will reactivate my credit so I will get some refund for the total cost of my current booking. Kudos to Hotels call center agents for a job well done! Local business owners in the Philippines should emulate the American style of capitalism (value and service) which is not only competitive but would want you to do business with them repeatedly. Customer service is the CORNERSTONE of every industry because without the customers, a business will not last and grow especially if the competition is plentiful. Excellent customer service is what sets you apart from the competition. For years while working for the bank, I was indoctrinated in great customer service and had gone to many training and seminars. I made sure that my own staff also provides great customer service. Thats why banks have secret shoppers going around pretending to be customers so they can rate your service and report to the bank administration. I was aghast at the story I heard about the hotel owners in one particular hotel in Cebu who demanded an apology and payment from the customer for cheaper door damage. But they refused to accept payment if apology was not extended to them. Since when a business owner/s demand an apology with the payment or else they will sue the customer? The customer is not required by law to apologize but is responsible to pay for the damage. And since the payment was refused by the owners because it did not come with an apology, the customer has no obligation to force the owners to accept payment.
Posted on: Sat, 12 Apr 2014 18:29:57 +0000
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