Understanding and improving customer service is more crucial than ever, especially in the digital age where customer feedback can significantly impact a business. In the free exclusive seminar provided by Araneta City to its lessees on February 7 at the Gateway Cineplex 18 of Gateway Mall 2, customer service expert Jesus Francisco “Jess” Villamor, gave valuable insights on how to refine customer service strategies and enhance stakeholder engagement.
Villamor, a Customer Service Trainer at the Department of Trade and Industry (DTI) Philippine Trade Training Center – Global MSME Academy and AIB Events, emphasized that customer service is a vital aspect of business success. He cited a study showing that dissatisfied customers are twice as likely to share their negative experiences publicly on social media and often make multiple hotline calls seeking resolutions.
To address these challenges, Villamor highlighted the importance of proactive service, which includes improving accessibility, enhancing business proficiency, and boosting employee productivity. Personalization also plays a key role, as providing customers with tailored support improves satisfaction and strengthens brand loyalty. He stressed that empowering employees is fundamental to delivering high-quality service, as confident and well-trained staff are more likely to meet customer needs effectively.
Villamor introduced the “H.E.A.R.D. Framework” as a structured approach to handling customer complaints with empathy and efficiency. This method ensures that customer concerns are acknowledged and addressed in a way that fosters positive relationships and trust.
He also identified common sources of customer dissatisfaction, such as poor service quality, unmet special requests, facility-related issues, billing errors, and lack of transparency. To manage expectations effectively, Villamor advised businesses to maintain consistency in service delivery, benchmark against industry standards, and provide clear communication to customers.
By unifying systems and utilizing data-driven insights, companies can continuously refine their customer service strategies, leading to a better overall customer experience.
The seminar, organized by Araneta City in partnership with J. Amado Araneta Foundation (JAAF) and DTI, is part of the company’s ongoing efforts to equip businesses with the tools they need to succeed in an increasingly digital and customer-centric marketplace.
