Lakwatsero Duo: 2009

Thursday, May 21, 2009

Wednesday, May 20, 2009

Let's say Katrina Halili made a mistake and yes, she admitted that she committed one. Do we really need to tell the world about it again? On my point of view, this is too much! Our authorities must act on this and I would love to see Hayden behind bars! WTF is he doing?

From Giving Good Customer Service to Providing Excellent Customer Service

I already posted my speech about redefining Good Customer Service. Here's what I have learned about providing excellent customer service:

"The battleground of the past for the companies has been to produce a quality product at the right price in response to market demand, the battleground for today and tomorrow is service", this is according to Linda Dash, author of "Complete Guide to Customer Service". This is to imply that the secret weapon of the businesses of today is providing their customers an excellent customer service. In my perspective, a customer is someone who depends on the timeless, quality and accuracy of someone else's work, product and services. To define what customer service and to better understand on the matter, I took time reading an article about competetiveness. Customer Service is the day to day treatment of everyone - current customers, potential customers, former customers (internal and external)- who call and visit or write to the company we work for. It includes anything that contributes to the overall impression any person has of the company's products, employees, and services for example, the way the problems are solved, the way people are treated, how telephone calls and letters are handled. Customer service revolves around attitudes, feelings and values.

Defining Good Customer Service

This was my speech about redefining Good Customer Service:

Good day everyone. Good Customer Service is more than giving satisfaction to our customers. It is the lifeblood of any business. It is making our customers feel good and happy when they hung up on the phone and pass positive feedback about the business along to others. It is the ability to supply the customers' needs and wants. As an agent, there are lots of things that I can do to provide good customer service. First, when addressing customers I always try to be attentive, respectful, and listen to what they are saying. Customers will feel valued and comfortable knowing you are paying attention to them. I always try to address the customer by name as often as possible as it will signal a personalized element to my customer that I value them as a person. One of the most frustrating problems many customers face is being past from pillar to post when there is a problem. This can occur in many ways, for example in face to face situations, over the telephone, or through an online customer service link. It is therefore important problems and issues are dealt with quickly and professionally with the minimal waste of time to the customer. I always make the customers' experience of buying from our business or using our services as smooth and hassle free as possible. Customers or clients who are paying for a service expect to receive value for money. It is vital therefore when dealing with customer enquires that you or your staff have knowledge of the service or product provided, the prices involved, terms and conditions, guarantees, promotions etc. If this information is not readily at hand the customer needs to be reassured that we will find out the answer. If I am unable to provide an immediate answer I always reassure the customer that I will find out the answer as quickly as possible. The golden rule is never make a promise to a customer unless you know you can deliver on it. There will always be customers who will be difficult to please no matter how hard we try to please them. In such situations the golden rule is to remember they are ‘right’ so it is important to listen carefully to what they are saying without interrupting. Always treat customers in a caring and warm manner as this will help to build trust and confidence. Also – try to understand the customers concerns and questions. By offering excellent customer service, the demanding customer will feel valued and if their problem is resolved will return for repeat business and recommend your business to other people. It is well known that customers who are treated with respect and honesty will receive loyalty in return and repeat business. Providing a very good customer service doesn't mean that you need to perform it when you like it. It is our job to display and provide excellent customer service to our clients all of the time. GOOD CUSTOMER SERVICE IS WHAT OUR BUSINESS IS!

Wednesday, March 4, 2009

Wanna try my game?

Show me what you got!

Thursday, January 22, 2009

Yad's Big Day

A New Leap!!!

Samahang Walang Iwanan?!!!

Monday, January 12, 2009

My dear resignation Letter

January 12, 2009

Ma'am/Sir:

This is to formally request this office to accept my immediate resignation
as Customer Service Representative for personal reasons. It's been a
pleasure working in Sitel as one of the leading Call Centers in the
country. I had fun supporting the account as well and I am saddened when I
have to decide and came up with this decision.

Thank you so much.

Truly Yours,

John Bryan G. Cadwan
Senior Support Representative
7908121107

The moment I have to say goodbye to SiTEL!

I've been fortunate enough that I have you guys as part of my life. When I grew as a professional support rep, you've been a part of the tremendous change in me, one thing that I could be proud of.

I can't say that it's hard and I was hurt when I came up to this decision but I ended up happy in doing this. Allow me to say "Thank You" all for being a part of my life. I couldn't forget you and I promise that I wouldn't.

First, I want to thank my dear friends JR, Carmie, Osang, Bo, Miles and Paul who shared the laughter with me.

I wanna say thanks as well to all of the coaches who have been my positive critics and made me 92% responsible in doing my task as one of the SMEs.

My team is always my inspiration and I can't forget the day that I stood up among others as they put their trust in me. I can't forget that they think I'm the swamp of knowledge in my team but I tell you my secret today: "As always, it's just a matter of decision-making. You have to be quick in giving the resolution though you are not so sure if you're right. Just be confident and stand what you've said. You don't have to look knowledgable, it's the confidence that matters the most." Good luck guys in your career and I know that you know you will always be here in my heart.

I wanna thank TM Abe, Ambie, Rosh and Cynthia who have been my drunken friends (joke lang!!). I love you guys. I know I will need you all if I need to drink... Hehehe! Thanks for the friendship, seriously!

A big thanks to Annalyn, Arlene, Arduie, Che, Joran, Sandy and Charms who played a big part in doing unwanted things. As Sandy was my partner in the Model Call Training and Charms was the reason of it. I lean on all of them when I'm in grief, when I'm happy and when we do movie hopping. Hahaha! A lot of things that I cannot forget about our friendship and it will stay forever in my heart. Promise!

Some said, I resigned because I cannot get what I want. I tell you now the reason, I resigned because I already have what I want and I thank you all for it!

Lastly, I have to give the biggest thank to SiTEL and esp. Bell, Boss Jake and Boss Popoy who have been my light when I entered this dark career and I didn't regret why SiTEL. It's been a pleasure working here and I'm proud that I've been a part of the fastest growing BPO in the Philippines.