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LET'S TALK IT OVER Customer Service Another edition of Let’s Talk It Over, this time dealing on how our YGC officers promote effective customer service. QUESTION: "RCBC Vice Chairman Tito Yuchengco maintains that answering your phone within three rings is part of good customer service. In line with this, what else can the YGC do to improve client relations? SIONY C. DY-TANG Senior Vice President Rizal Commercial Banking Corporation "Customer service does not come from a manual ... it comes from the heart. We should have the right attitude towards work, and a thorough knowledge of our products and services to enable us to respond to our clients’ needs promptly and helpfully. We should deliver the products and services right the first time because good customer service is an impression we plant. It is the quality of what we deliver and the quality of how we deliver it." PAOLO Y. ABAYA General Manager Isuzu Manila "The key to good customer service is to develop ways to accurately monitor customer feedback. It is important for companies to reach out to their customers because, more often than not, if the customer is not satisfied they’d rather not say anything and just not return for their future needs. At Isuzu, we try to be creative by organizing events for our clients, such as, free seminars on maintenance tips and the like. Through this, the customer receives an added value, showing that we not only appreciate their business but that we also care for them. Another way to improve customer service is to eliminate delays by empowering key associates to make decisions when problems arise. Clients are inconvenienced by delays that occur when everything needs to be approved by ‘the boss.’ Remember, we owe it to our customers to serve them in the best possible way." MILAGROS H. VILLADAREZ Senior Assistant Vice President Great Pacific Life "Quality service is a journey, not a destiny. It should be a way of life for all employees, not only for those in direct contact with customers, but also for those in backroom support departments. We must think like the customers in order to anticipate their needs and to exceed their expectations. When we deal with them in telephone or in person, it should be warm and sincere, allowing them to feel important and welcome."

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