St. Paul University Philippines

Caritas.Veritas.Scientia
 

AQUINO EXHORTS SPUP EMPLOYEES TO SHIFT TO CUSTOMER EXPERIENCE

2017-08-23

Caritas Christi urget nos!

(by: Ms. Juvis Gem C. Acain)

As part of St. Paul University Philippines’ goal for Academic Year, 2017-2018, Ms. Maria Cristina Aquino, Executive Director for Planning and Development of the Lyceum of the Philippines University-Manila, imparted to the employees matters and points on raising the bar of excellence on customer relations, during the Pre-Opening Activities held on August 23, 2017 at SPUP’s Mere Madeleine Hall.

Anchored on the teachings of Mother Theresa, Ms. Aquino shared that “Kind words warm and melt the hearts, minds, and souls of the people you meet”. She explained that in order to set realistic customer expectations, it is necessary to smile all the time because it does not cost anyone that much.

Ms. Cristina also highlighted that the next competitive battleground is customer experience. She said that customers are giving least attention to prices and brands nowadays; that the primary preference of the customers is the experience from the provider. She also mentioned that communication indeed plays an important role in establishing excellent customer relations. She enlightened the employees by providing insights on the following: a) A customer is the most important visitor on our premise; b) A customer is not dependent on us. We are dependent on him; c) A customer is not the interruption of our work; he is the purpose of it; d) A customer is not an outsider in our business. He is a part of it; and, e) We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.

Ms. Aquino reminded the whole community not to miss the big picture, to enhance relations not only with external customers but also with internal customers which include the employees of the university.




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