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Customer Service

Call Center Excellence

Call Center Excellence

Calls gushing from their headsets and into their ears… The clock is ticking and they are being timed and recorded…their every move is being evaluated. In the midst of this pressure, call center agents have to treat each caller as the most important person in existence! Their success depends on their ability to speak clearly, […]

Complaint Management

Complaint Management

It is easy to provide great customer service to clients who have a great personality.  However, not every experience is a positive one.  People act differently when emotions are running high and expectations or demands are not being met (no matter how unreasonable they might be). Still, the customer is the reason why businesses exist.  […]

Cooperative Communication Skills

Cooperative Communication Skills

Contrary to popular opinion, the objective of communication is not simply to express yourself. The objective of communication is to gain the response that you seek. For instance, you may want to shout back at a shouting customer or co-employee – but will that gain the response that you seek? Or will it worsen the […]

Creating Customer Loyalty through Service Recovery

Creating Customer Loyalty through Service Recovery

Organizations invest many resources and much effort to gain new customers. But what are they doing to keep these customers? Repeat customers are a source of continued revenues for the organization. And if they are well taken care of, they even become advocates of your product or service – by word-of-mouth or word-of-click. The challenge: […]

Customer Feedback System

Customer Feedback System

Only 4% of unhappy customers complain. 96% will shut up and split without telling you why! Take the proactive approach! Get their feedback before they leave! The Customer Feedback System will: Gather statistically sound data on how your customers rate your service at every customer touch point Uncover your customers’ priorities and help you prioritize […]

Developing Service-Oriented Support Teams

Developing Service-Oriented Support Teams

To serve external clients effectively, organizations place a premium on excellent service provided by sales and customer service teams.  Hence, companies invest in the learning and development of these professionals, who are usually considered front liners. However, the delivery of excellent service to external clients does not fall on them alone.  Behind the success of […]

Engaging Customers through Social Media

Engaging Customers through Social Media

Through the years the face of customer service has changed and is continuously changing.  Technology, specifically in the form of social media, has created a wide of variety of platforms for customers to reach us, give feedback, and even share their good – or bad – experiences with all of their friends and followers. Hence, […]

Exceptional Client Care

Exceptional Client Care

The purpose of every business and organization is to get and keep clients.  That is why caring for clients is no longer a plus.  It is critical in order to survive and thrive.  But in an age when clients are less loyal and switch providers fast, the popular “extra mile service” is no longer enough.  When […]

Internal Negotiations

Internal Negotiations

E-mail or call us today at (+632) 816-1610 for more information about this program.

Quality Service Management

Quality Service Management

Are you developing a customer-centric team? Friendly, proactive, energetic customer contact personnel who use the magic of the personal touch. It’s what customers not just expect but in this day of mediocre service, it’s what customers dream of. Enlightened organizations know that the most important activities to focus on are these moments of truth – […]

Service Attitude

Service Attitude

68% of customers quit because of the attitude of indifference of some employees. Smile training doesn’t work. After all, a smile is only executed by the mouth, but it starts in the heart. Service excellence, before it is translated into behavior, stems primarily from a belief. People will not simply do what they are told. […]

Service Culture Development

Service Culture Development

Service Excellence is not about one magic formula – it’s about the little things done with obsession, consistency, and care. The secret is in creating a culture that backs this up in order to deliver a unique experience to the customer. With Service Culture Development, you will: Appreciate the impact of customer retention on a […]

Service EQ

Service EQ

“Emotional Intelligence based capabilities are twice as important for star performance as IQ and technical skills combined.” Emotional Intelligence Daniel Goleman Customers impatiently waiting… phones ringing off the hook…angry customers shouting… Amidst all this, you’ve still got to give excellent service. It requires a different competence – an emotional competence. Remaining calm and productive in […]

Service Leadership: Managing People for Service Excellence

Service Leadership: Managing People for Service Excellence

Today’s business environment of cutthroat competition has led to a more evolved customer profile. So much so that satisfying customers does not guarantee their loyalty. A provider and its people must deliver unique and unforgettable service to retain the customers they acquire. Skilled front-liners are expected to go the extra mile and make each point […]

Service Mileage

Service Mileage

Shifting markets. Changing technologies. Demands for improved quality and service. New and aggressive competitors. The traditional battlefields of product and price are no longer the only venues for winning. They are no longer the only factors which differentiate a product or service from the rest of the market – no longer the customer’s sole consideration […]

Telephone Excellence

Telephone Excellence

With all the hoopla on branding and customer loyalty, it is easy to lose sight of the basics… even with the onset of email technology, the telephone is still one of the most common mediums of communication – and yet remains an undervalued means of projecting a consistently excellent company image. Yes, the big picture […]

The Dynamic Admin Professional: Essential Skills for Support Professionals

The Dynamic Admin Professional: Essential Skills for Support Professionals

Administrative professionals play a critical role.  They support managers, executives, and the organization.  The support they provide is vital to the organization’s ability to achieve its objectives. Given their vital role, their work is no longer just “clerical” nor “administrative.”  On top of their present skill set, today’s administrative professionals must be equipped with leadership […]

Transitioning from Service Provider to Service Champion

Transitioning from Service Provider to Service Champion

Senior front liners play a critical role in serving the clients of the organization.  They are considered “senior” because of their length stay in the organization, because of the consistently high quality of service they provider, or both.  They are the individual providers whom customers remember the most.  Customers look for them when they transact […]

Treating Co-Workers as Customers

Treating Co-Workers as Customers

Please call us today at (+632)816-1610 for more information about this program.

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