EXCELLENT CUSTOMER

SERVICE QUALITY

Engr. Ped Salvador, Ph.D.

December 2018

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 Excellent
Customer Service Quality

All the people we come into contact with

during the day are our customers.

Customers include, the security workforce, visitors, suppliers,

superiors, Subordinates, fellow co-workers, and the clients
that PHILAND serves.
How we treat each of these customers has a ripple
effect on each of us and those we serve in general

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What is the
to Excellent Customer
Service Quality?

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 The to
Excellent Customer Service Quality…

Is for all employees to be

responsible for creating and
maintaining a friendly,
informative, and, supportive
business environment for the
external and internal
customers.
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The first

to Excellent Customer
Service Quality is Good
Office Etiquette.

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Good Office Etiquette
demands that we be:

. Polite, and
. Respectful

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All
PHILAND
employees
should…

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Greet customers when they
enter their area!

Never allow a customer,

internal or external, to feel
ignored.
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• Acknowledge their presence,

• Introduce themselves, and

• Offer to assist them.

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All employees should always
feel welcome in PHILAND
offices and facilities.

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 Excellent service quality
should be provided to all
PHILAND customers
at all times!!!

Customers should never feel

intimidated and should
always be treated with
dignity and respect.
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PHILAND employees should
actively listen to the
customer to determine how
to direct or assist them with
their questions or concerns.

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Always answer all questions in a
professional and courteous manner,
remembering:

* No question is ever a stupid one,

and,
* All customer questions and
concerns are important to them.
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Impatience and anger,

with external and/or internal

customers alike, is

UNACCEPTABLE BEHAVIOR.
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All external customers should
feel each of us at PHILAND
cares about their needs, and
each and every external
customer should leave the
company feeling they were
treated fairly and equitably.
by PHILAND and its employees.
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Good office etiquette is
just as important with
internal customers as it is
with external customers!

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The relationship between the
staff in an office, and within
the organization,
should always be
one of:

•Mutual respect,and

•Concern
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PHILAND employees should view

emergencies and
priorities not individually,

but as a team!!!
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A cooperative team approach
can meet the
challenges of the day.
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Proper office etiquette calls
for you to be:
• Professional,

• Calm, and

• Patient
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 Remember !!!

The
to excellent customer service
quality is to treat customers
like we want to be treated even
in the most stressful situations.

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The Second

to excellent customer service

is responsible
communication.
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Effective communication is the
responsibility of all employees.

Each person is responsible for:

• Communicating clearly, and

• Listening effectively.
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Responsible communication

means being sure the

information shared is
understood in the proper
context.

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PHILAND employees should
answer customer questions
and concerns with positive
and precise information.

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Never say

“I can’t help you”

or

“I don’t know.”
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Excellent customer service quality

requires
finding the proper resource
person to assist the customer
if you are unable to provide all
the requested information.
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Customers, after completing
their transactions with you,
should have a positive image
of you and the Company.

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It is the responsibility of
each employee to promote
PHILAND and the contributions
the Company makes to its
employees and the
market it serves.

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The Third

to customer service

is professionalism.

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PHILAND expects
professional behavior from
all employees.

Your professionalism shows in

the way you speak to your
customers and co-employees.

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 traits

of professional behavior are:

. Positive patience, and

. Positive attitude and manner.

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PHILAND expects
professional

behavior from all

employees!

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Professional behavior
obligates employees to be:

• Prepared,
• Skilled, and
• Knowledgeable.

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 Essential Elements to
Professionalism

• Regular attendance

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• Being on time,

• Dressing professionally,

and
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• Not Watching The Clock

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Employees who communicate
professionalism have:
Attentive listening skills,
Are quick, and
Are enthusiastic in
responding to
requests

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Remember…

You ARE
PHILAND to
your customers!
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Your level of professionalism
will determine how your
customer feels about the
Company and will help
determine the success of
the Company in the market
its serve. 40
Your professionalism in your
position will ensure that
PHILAND customers continue
to return to our Company for
their security and safety
needs through many years.
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The Fourth

is

telephone etiquette.

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Telephone calls should be

answered

within three rings.

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A smile on your face,before
answering the phone,

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will be reflected in your voice
to the customer

on the other
end of the
phone.

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Employees should always:

•Identify their department

and

•Provide the caller with their name.

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If you must locate some information
to assist the caller,

always put the caller

on hold.

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It is not appropriate for
the caller to hear anything
going on in the office or
anything that might be
discussed in trying to
assist the person.
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If you must take a message, be
sure to obtain accurate and
complete information.

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At the very minimum
the following should be obtained:

•
1. Name of caller,

2. Date and time of call,

3. Caller’s phone number,

4. Brief explanation of
reason for the call, and

5. Your name.
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If you are screening calls for a
person or department,

do so diplomatically.

An example of diplomacy would

be to say a person is “out of the
office” rather than to say they are
“at lunch”.
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Be polite when screening calls,

but do not provide a

specific time
a person will return
a call.

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Inform callers when the employee is:

• Out of town, or

• Out of the office for an

extended period.

Ask the caller if someone else can

assist them. Determine who to refer
the caller to and inform them who
you are referring them to.

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PHILAND employees are
expected to return calls
promptly and, when
possible, return them the
same day
they are received.

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If a caller must be

transferred:

• Advise the caller you are

transferring them.
• Provide them, in case they are
disconnected, with the name,
department, and telephone
number that can assist them.
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If possible, when transferring:
• Stay on the line
• Identify the caller to the
next individual
• Explain what action/comments
you have already taken/made 56
In Summary:

Satisfied customers tend to

bring new customers to the
Company’s doorstep.

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 Excellent
customer service quality
representatives

remember that even

as difficult as a day may
have been, excellent customer
service quality must be provided at
all times to all those that we serve.

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 Always remember:
Just because you have answered the same
question a 100 times…

Today,
this week,
or this year…

it is the first time

the person has asked
you that question.
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Let’s each of us remember daily, as
PHILAND employees, that it is our
responsibility to provide excellent
customer service quality not only to the
clients, community visitors, staff we
serve but also
to our fellow co-workers…
our office mates…

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 Good Human Relationships =
Good Customer Service Quality =
Good Public Relations =
A Successful and Growing

PHILAND SECURITY SERVICE INC.

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 Let’s all work together as a team

to make
PHILAND
the leading Company, in the field of
SECURITY SERVICES AND
MANAGEMENT
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 PHILAND
may not be the biggest
SECURITY AGENCY in the Philippines

but PHILAND can be the Company

that is known for

Excellent
Customer Service Quality!

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 PHILAND Thanks You

for all the work you do every

minute,
hour,
day,
month, and
year!!!!
Your special touch and skills make
PHILAND what and how it should be 64!!
End

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