Customer Service
It's The Little Things

It’s The Little Things

More often than not, we go through our lives running through routines. We get up, get some coffee, make our way to work (an ever-daunting task in Manila… in December), sit at our desks, get some work done, have lunch, get more work done, psych ourselves up for the (even more) daunting task of going...
A Cafe, not a Package Counter

A Cafe, not a Package Counter

It seems that there is a trend of late with customers expecting too much from service providers. As our previous post on the necessity of manners implied, people seem to be becoming a little too unreasonable when it comes to the service they expect to receive from food establishments.  The primary source of said businesses...
SilverTrain Author's Page on Homegrown

SilverTrain Author’s Page on Homegrown

  We would like to thank Homegrown for supporting us in our commitment to service excellence.  Here’s the hip, new author’s page they’ve created for us where you can view our growing list of articles to help you on your own goals of improving customer service.  We keep you updated on our own trade secrets as...
Status Updates

Status Updates

In today’s Facebooked/Twittered out world, letting the world know what you’re up to has become pretty commonplace. Whether it be big announcements (“Are they Facebook official yet?”), news-worthy bits of information (“Signal #2, all classes in Metro Manila are suspended.”) or sometimes, the overly emo/passive-aggressive (“I hate you.” ), updating your status and reading other...
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...
Puerto Princesa Promises

Puerto Princesa Promises

My last (and only) hurrah for summer was a trip to Palawan with some close friends. We stayed at a friend’s home in Puerto Princesa and had only two items on the agenda: go to the underground river and spend as much time on the beach as possible. Having heard some horror stories about the...
A Quick Recovery

A Quick Recovery

Last week, my mother and I went in search of a goodbye gift for a friend who is leaving the country. Wanting to get something local, we went into a newly opened home accessories store in Greenbelt 5 to look for something. The store featured really well-made items which we had seen in other bigger...
Lack of Information, Lack of Leadership

Lack of Information, Lack of Leadership

I’m always curiously surprised by the lack of information that the average store attendant has about the products in their store. Rare is the occasion when an attendant can answer my question with authority. Typically, they resort to reading the label on the product or running away to ask someone else. Sometimes, I end up...
Featured on Homegrown: On Customer Service

Featured on Homegrown: On Customer Service

We were recently interviewed by Homegrown’s Chief Storyteller, Candice Lopez-Quimpo.  To read about the very eloquent feature on why customer service is such a non-negotiable, head on down to Homegrown‘s site here.  The article is called Put Customer Service at the Forefront of Your Business.    
Comment Cards Count

Comment Cards Count

It’s quite refreshing when an establishment actually follows up on a customer comment card. I had a not-so-nice experience with the Gelatissimo Greenbelt 5 branch and filled out a comment card with a not-s0-nice but very short sentence. There were no cockroaches in my gelato or anything like that, but the sales personnel weren’t the...
Easy, Breezy and Bright at Acuatico

Easy, Breezy and Bright at Acuatico

With family flying back home from all corners of the world to celebrate the 40th anniversary of my folks, a beach trip was definitely in order. The last time we had been to a beach all together was sometime in the late 80’s, in the beach-to-be back then, Punta Buluarte. Since we had the newest...
When You Don't Treat Your Customer Right

When You Don’t Treat Your Customer Right

We’ve all been there. Customer Experience Hell. When the person we’ve been trying to explain what it is we need seems to be speaking another language. Worse is when they’re outright not listening and when you need to repeat what you’ve just said- over and over. But to the company providing that service or disservice,...