“Each interaction is an opportunity to make a difference in people’s lives, this is how we impact the world.”
This was highlighted during the Excellent Customer Service and Effective Marketing seminar facilitated by resource speakers from business process outsourcing company Teleperformance for FEU Tech associates.
Organized by the Human Resources Department, the two sessions imparted best practices from their industry that could be adapted by members of the academe.
During the morning session, Learning and Development Director Olive Ybanez shared pointers in providing good customer service to boost the image of the company.
She discussed the importance of utilizing digital tools to address the concerns of the institution's clients, who are mostly 'digital natives' or millennials. But she also noted that despite their high know-how in mobile technology, 'millennials' need personal intervention when issues get more complicated.
Meanwhile, Senior Director for Communications and Marketing Marilyn Romero-Ventenilla, talked about moment marketing that allows brands to connect with customers on social media during moments that matter.
She advised participants to highlight stories of good customer experience to generate interest for the institution as this is a good strategy. She added that people tend to post and check reviews and recommendations online.
"At the end of the day, it is not about your product; it's about your story", Ventenilla stressed. It is imperative that the brand's credibility remain intact especially now that misinformation is rampant on social media.