SUCCESSFUL

CUSTOMER SERVICE
STRATEGY IN THE
PHILIPPINE
BUSINESS
ENTERPRISE

Service is the act

of taking care of the
customer needs.

Vision for customer servicecommunicating is the important

first step in service strategy.
Service training is the key to great
customer service experience.

Assessing

customer needs- it is
important to find out what the
customer needs and expects.

Hiring

for service- this is done by

screening potential candidates that
have a natural tendency for
service.

Organizational

goals for customer

service- There should be
measurable customer satisfaction
goals and employees should be
aware of those goals, so they can
help the organization achieve its
service objective.

Customer

service training- this

should be practical teaching that
demonstrate how the employee is
expected to respond in all service
interactions.

Employee

accountability- it is
imperative that all employees
understand the part they playand the
responsibility they have for helping
to achieve the organizations overall

customer satisfaction goals

Rewarding

good service- this

ensures that employees receive
positive feedback when they exhibit
the desired customer service
behaviors.

THE SUKI
SYSTEM IN THE
PHILIPPINES

The Suki system is a system of

patronage in which a customer
regularly buys their merchandise from
a certain client.
SUKI is basically a partner system od
doing business in the philippines
wherein a customer buys their certain
products.
Suki system this is the commitment
between buyer and seller, trust and
friendship are key elements in suki.

Customer
Service
Strategy In
The
Philippines

In

the Philippines just like in other

parts of the world the you scratch
my back Ill scratch yours concept is
a cornerstone of modern marketing
with large companies from airlines
from airlines and hotels to
supermarket and coffee shops
offering reward programs in
exchange for customer loyalty.

1.Cebu Pacific By continuing their

strategy o f unbundled fares and
culting out frills like ir-flight food service
thelow cost carrier (LCC) is able to offer
tickets at a lower price and appeal to
the price-sensetive Philippine market.
2.Starbucks Starbucks the goliath of
coffee has made a name for itself with
its customer service. For food or bad its
strategy has helped the company
vecome recognized the world over.

A.Meet Customer where they want to be met

Find the white space and where audience is
reaching out and put emphasis on that
platform overall .Starbucks has 35million likes
on its facebook page, 8 million followers on
Twitter and 4.8 million followers on instagram.
B.Think mobile, mobile, mobile Its not
suprising that 18 percent of starbucks Card
transaction come through itsmobile app.
C.Focus on Personalisation starbucks
recognizes that its not just about the product
its also about the experience.

3. Globe Telecom - Globe was awarded best

customer experience for its innovative customer
servive program that harnesses the power of
social media. Globe launched a social media
strategy geared at significantly changing the way
company provides customer service through
social networking site twitter in a manner that is
engaging, meaningful, and personal.
4.Shoe Mart SM is the philippines leader in the
reatail industry. For the last 50 years, it has been
committed in providing quality products and
services at reasonable prices and to meet the
ever changing needs of its customers in a
responsible and responsive manner.

5.Bank of the philippine Island BPI

has continued the tradition of
excellence and customer service
through its products and services
that makes the lives of both internal
and external customers easy.

Thankyo
u
!!!