Service Excellence
Subtle Sophistication at LIT Manila

Subtle Sophistication at LIT Manila

Please check out LIT Manila to experience this fun bunch of bartenders who will delight you with their knowledge of the whisky world.  We were so privileged to have worked with this special set of individuals to help up their service game in the laid back and cozy setting of this unique space.  Be sure to...
What Gift Will You Be?

What Gift Will You Be?

This was such an exciting year for SilverTrain! We look back with much fondness and gratitude for all the wonderful people we were able to work with and all the meaningful work we were able to accomplish.  We are so grateful for all the good stuff that became part of our 2015. We send only...
Suspended Coffee

Suspended Coffee

I had never heard of suspended coffee being done here in the Philippines until I encountered it at Caffé Sant’Antonio in Tagaytay.  For those that don’t know, suspended coffee is the practice of buying a cup or two for another person to enjoy it later.  (At this cafe, they also throw in a bun of...
Swedes to the Rescue

Swedes to the Rescue

In a time when we are inundated with stories of violence, especially related to the police force, stories like these are especially inspiring and uplifting.  It’s about Swedish policemen on vacation in New York breaking up a fight on the subway. They could have easily whistled and looked the other way, reasoning they were on vacation...
Service Spotlight: Jessica of Air China

Service Spotlight: Jessica of Air China

I was completely disoriented after a gruelling flight home to Manila using the Air China route from SFO that had a 2-hr. layover in Beijing.  Such was my exhaustion that I came home to find my favorite pair of eyeglasses not in any of my suitcases! I contacted NAIA terminal 1 where we landed and...
Room to Refresh at Linden

Room to Refresh at Linden

We were so happy to have been part of The Linden Suites’ launch last February 26.   Their rebrand efforts allowed us to witness the unveiling of several months’ hard work.  It felt very much like it was our launch too, having worked with this committed set of people since 2012.  In fact it was so...
Kindness Begets Kindness

Kindness Begets Kindness

Hiring and retaining service staff that know how to pull at your heart strings should be a priority for management, regardless of industry.  It sets apart ordinary customer service from stellar service that is heartfelt and pure.   Staff that are trained to be empathic, sensitive and who go beyond what the customer normally expects...
5 Ways to Standardize Customer Service When Expanding Your Business

5 Ways to Standardize Customer Service When Expanding Your Business

  Image from Shutterstock.com Here’s a useful set of tips we did for Homegrown for those of you that are on the verge or in the process of growing your business. This stage sometimes causes customer service to suffer, when in fact it should be given more importance than ever as your commitment to your...
Develop Your Employees for Stellar Service

Develop Your Employees for Stellar Service

Here’s a new piece we did for Homegrown on how your employees can be primed and ready to deliver the best service ever. We’ve outlined a very practical set of steps to make sure your team is a shining example of service standards. Read the full article here. Image from shutterstock.com
Keep Your Customers Comin'

Keep Your Customers Comin’

A recent article we did for Homegrown enumerates what you can do to ensure your customers want to keep doing business with YOU, dear reader. Find out the secrets that make you absolutely magnetic to your customers here
Of Perseverance and Quality - The Lego Story

Of Perseverance and Quality – The Lego Story

This is an extremely inspiring story that moved me. It’s a must-watch for everyone, particularly those in the service or customer care industry. It’s a tale of innovation, survival and a most of all, a commitment to quality in order to realize a big vision. Lego is proof that big things always start small and...
Pullman Pops!

Pullman Pops!

When making plans for a family trip to Jakarta, most of the people I mentioned it to were puzzled as to why we had chosen the destination. If it weren’t for the fact that my sister had a 2 week school trip lined up and it was (kind of) midway between Manila and Sydney, we...