Customer service, the ‘Pinoy’ way
What truly sets a company and individuals apart in the bustling landscape of Philippine business, where competition is fierce and choices abound? Beyond competitive pricing or innovative products, it’s often the human touch, the quality of customer service, that wins hearts and secures lasting loyalty.
For us Filipinos, relationships are paramount. We value warmth, sincerity and a sense of belonging. This extends deeply into our expectations as customers.
It’s not just about getting what we paid for; it’s about how we feel throughout the journey.
So, how can businesses across various industries, from sales to support, hospitality to health care, truly elevate their service game and foster unwavering customer loyalty?
We asked Carolina Tan, our subject matter expert on customer service, about her thoughts on how to elevate customer experience in our country.
Tan shared four TIPS to guide you:
T: Thoughtfulness in every touchpoint
Loyalty isn’t built on grand gestures alone, but on consistent acts of thoughtfulness. It’s about anticipating needs and showing genuine care, even in the smallest interactions. Think about going beyond the transaction to create a memorable experience.
For example, imagine a bank teller who remembers your specific routine, or a restaurant server who recalls your favorite table and immediately offers your preferred drink. These small acts of recognition make customers feel valued and seen, transforming an ordinary visit into a personal connection.
In sales, it’s remembering a client’s family details or their preferred car features from a previous conversation.
I: Individualized solutions, not just scripts
While efficiency is important, customers crave personalized attention. They want to feel like their unique situation is understood, not just another item on a checklist. Generic, one-size-fits-all responses can quickly alienate.
For example, consider a tech support agent who listens intently to your specific troubleshooting woes, rather than just running through a generic script. Or a retail associate who genuinely helps you find the perfect outfit for an occasion, instead of merely pointing to a section.
This individualized approach builds trust and demonstrates that you truly care about solving their problem.
For automotive sales, it means tailoring financing options or after-sales packages to a family’s unique budget and lifestyle.
P: Proactive problem solving and prevention
The best customer service often happens before a problem even arises. Being proactive means anticipating potential issues, communicating transparently and offering solutions before customers even realize they have a concern.
For example, an internet service provider sends a text message notifying you of scheduled maintenance in your area before your connection goes down. Or a hotel concierge offers an umbrella on a rainy day without you having to ask.
This foresight minimizes frustration and shows customers that you are looking out for their best interests, turning potential complaints into moments of appreciation.
In customer support, it’s about identifying common issues and providing self-help resources before a call is even made.
S: Sincerity that shines through
Ultimately, customers can sense authenticity. Sincerity is the bedrock of trust and the most powerful ingredient in building loyalty. It’s about genuinely wanting to help, rather than just fulfilling a job requirement—for example, a call center agent whose tone conveys true empathy when you’re frustrated. Or a service technician who takes the time to clearly explain a repair, even if it’s complex.
When customers feel that you are genuinely invested in their satisfaction, they are more likely to forgive minor hiccups and remain loyal. This genuine desire to serve is what transforms a transaction into a relationship.
In today’s dynamic market, fostering customer loyalty is not a luxury; it’s a necessity. By embracing ‘TIPS’—thoughtfulness, individualized solutions, proactive problem solving and sincerity—businesses can create experiences that resonate deeply with the Filipino spirit, turning every inquiry into a step toward lasting loyalty. INQ
Tan will facilitate a workshop titled “Enhanced Customer Service: Elevating Experiences and Earning Loyalty” on Aug. 12 in Makati, organized by Inquirer Academy. This workshop can also be customized to meet the specific needs of your organization.
For more information, write to ask@ inquireracademy.com, or send an SMS to 0919-3428667 and 0998-9641731.
For your other learning needs, Inquirer Academy can assist you in designing and facilitating a workshop, webinar or self-paced online course for your organization.
Glenn San Luis is the Executive Director of Inquirer Academy.
