Clockwise-BoybandPH Kyla and KZ TandinganONE of the oldest business adages states that the “customer is king.” ABS-CBN Global Customer Service & Supply Chain Management (CS & SCM) takes it to the next level and defines customers as “Kapamilya.”
Committed to the Kapamilya values that come with being one, the CS & SCM team recognized customer service agents who exemplify the Kapamilya way in client servicing during the 6th Global Customer Service Excellence Awards (GCSEA) held at the Restaurant 9501, ABS-CBN on January 16
ABS-CBN Corporation chief executive officer Carlo L. Katigbak stressed the importance of relational customer service: putting themselves in customers’ shoes and addressing their needs on point, and recognizing how their differences and experiences are unique.
Katigbak said: “It’s not just about handling customer issues. It’s about developing real relationships with our customers. It’s about treating them like family.”
Honored were Agent of the Year and Bida Best Asia Pacific Migrant Market Customer Service Agent Ian Israel Junio and Team of the Year, Team Arisa, led by Arisa Magat.
CS & SCM head Emma Endaya shared that the agents rose to the top because of their kind of customer service, one that sets ABS-CBN Global apart from other companies.
“All things equal, the most important thing that the customers would notice and will be their point of staying is good customer service,” she said. This kind of customer service, in turn, keeps the customer attached.
Endaya also explained that this year’s theme represented how TFC’s products and services, and even how CS & SCM engages with their customers, have evolved over the years
One example is the CSR team’s migration from outsourcing to in-house servicing via ICONN, ABS-CBN’s sister company.
ABS-CBN Global chief operating officer Raffy Lopez recalled in his speech that he was initially hesitant to outsource client servicing. However, he was proud to share that the team has gone beyond expectations.
“You guys have treated our customers like true Kapamilyas, and for that I’m truly grateful and I will never stop acknowledging your contributions,” Lopez said.
Other exemplary CS agents recognized at the 6th GCSEA were Mhyrna Macarasig, Bida Best Asia Pacific Transient Market Customer Service Agent of the Year; Geremay Joi Jerao, Bida Best US CS Agent; Rita Rufo, Bida Best Canada CS Agent; Joel Silvano, Bida Best Europe CS Agent; Joy Camille Palacio, Bida Best Technical Support Agent; and Lealyn Flores, Bida Best Telesales Agent.
Rounding out the awardees were Aileen Barnuevo, Bida Best Retention CS Agent; Crystal Cerrado, Bida Best Backline and Demand Fulfillment CS Agent; Mark Louie de Lara, Bida Best TFC.tv CS Agent; Michelle Sañado, Bida Best Escalation Agent; Renz Marianne Ybañez, Bida Best Quality Assurance Specialist; Joydee Geda, Bida Best Team Manager; and Arlan Quibal, Rookie of the Year.