Showing posts with label customer care. Show all posts

THE VERY LIKEABLE “JOLLY BEES”

OF JOLLIBEE- BACLARAN LRT TERMINAL BRANCH

By Apolinario Villalobos

I was among the early customers of the Jollibee-Baclaran LRT Terminal Branch one morning, and who dropped by for a cup of their brewed coffee. While the two cashiers were busy attending to other customers, I stood by to wait for my turn when a lady staff who was sweeping the floor put aside the broom, positioned herself behind a vacant cash register, and smilingly offered to help me. In my curiosity, I asked her if cashiering was part of her training as Jollibee staff for I presumed that her task was limited to cleaning the floor and tables. To my surprise she told me that although it’s not, she has got a little knowledge of cashiering and that she was pitching in just so she could serve me outright for my comfort. Well, that’s what I call “total service” that other customer service-oriented entities must really practice, if only to manifest the “bayanihan” trait that we Filipinos are proud of.

I learned that the lady staff was Mae who offered to bring the coffee that I ordered to my table when she noticed that I was about to use my cell phone. Later, I observed that even the supervisors were as busy as the rest of the staff. They were Jay, Enel, and Reggie…but I presumed that one of them was the manager.

As with the rest of the Jollibee restrooms, the one at the Baclaran LRT branch was also in spick and span state. Noticeably, Jay, the supervisor was losing no moment in seeing to it that this important facility was always mopped and without any whiff of malodorous air.

That morning, because of the foul weather, the branch’s security guard may have been stranded along the way, so that I also noticed that Jay, himself, one of the supervisors was opening the door for customers as part of his ground walk.

As a Filipino, I feel proud for the kind of “Jollibee service” that has even spread in other parts of the world! 

A Sweet Smile Spells a Difference

In the Conduct of Business Transaction

…Philippine Airlines employees still do it

By Apolinario Villalobos

An adage says that one needs only to flex a few muscles to form a smile, unlike a frown that requires almost a thousand. Additionally, while the smile gives radiance to the face, a frown only casts a forlorn aura. And for any business, while a smile, especially, one that is sweet serves as a magnet that attracts good luck and customers, a frown drives them away.

It is a fact that some people are not in the habit of smiling, as if ill- feeling is their shadow. But this can be developed even just for the sake of business transaction. Employers spend big sum to “develop” the habit of smiling for their staff as part of their training in Values, Attitude, and Personality development.

But some people are lucky to be born with the smile habit. These are the people who others say are with the “smiling voice”, too. I have encountered these smiley gals when I visited PAL Head Office at the PNB Building. The first was Galilee “Gal” Gavino, an International Ticketing Representative who at the time was attending to a couple’s travel requirements. I got engrossed on how she graciously went through the transaction, complete with a sweet smile, emphasized by her dimples. I was practically entertained by the way she handled her customers. There was no hurry in the way she explained everything that went with the tickets being transacted, from restrictions to their limitations.

After a considerable time spent at the ticket office for my own requirement, I went back to the Benefits Office for another transaction for which I had to go to the Cashier’s Section for certain payments that had to be made. On the way, I received a call through my cellphone about a not- so-encouraging news which affected my mood. When I entered the Cashier’s Section I was greeted with a very warmly said, “good morning, sir”…”may I help you?”. It came from a lady who was all smiles. She practically vanished my anxieties! Her PAL ID says she was Geraldine Anavie Domingo. Her supervisor, Ms. Evangeline Cueto was likewise smiling, as she stood behind the cashiers, ready to offer help in case of any problem. In less than five minutes, our transaction was concluded!

Experiencing the sweet smile of the two ladies, Ms. Gavino and Ms. Domingo, made me recall the smile campaign many years back, of Philippine Airlines along with its Total Passenger Care Program. They really boosted the sales campaign of the country’s flag carrier. The airline had no domestic competitor due to the “one airline” policy at the time and the Philippine skies was so protected by the government, yet, Philippine Airlines felt the need to steadily improve its image. Such energetic attitude put the Philippine Airlines on the top echelon of the airline industry during those years….to which the pioneer employees always look back every time they reminisce how they spent some of the best years of their life.