Customer service: The secret ingredient to the marketing mix

TeamAsia launches workshop on the “Art of Customer Service”

(June 17, 2013, Manila, Philippines)—The quality of customer service differentiates a company from its competitors. Several companies may be selling the same product or service but how their frontliners interact with their customers provides a lasting impression. Consistently great service breeds trust and eventually, customer loyalty. It is an important ingredient to the marketing mix, and companies need to pay extra attention to building their customer service edge.

“From the customer perspective, increasing customer satisfaction is something all organizations should aspire to achieve. That’s the objective. The measure is customer satisfaction, and the target should be high, close to 100%, and based on credible feedback such as third-party surveys,” Michael Hamlin, former managing director of TeamAsia and author of High Visibility: Transforming Your Personal and Professional Brand.

Lhoree Valerio, a respected trainer in the field of customer service, emphasizes the value of the service profit chain. Valerio explains that customer loyalty is traced back to employee satisfaction as the former is fueled by service attitude. Such an attitude, however, can only be accomplished when the company fosters growth among its employees. Valerio advises professionals to reflect deeply on their own feelings about the work that they do. “When you wake up in the morning, what do you feel? That will affect how your work will turn out for the rest of the day.”

Organizations must always strive to learn from their internal and external customers. Internal dynamics involve the culture within the company. External relations refer to the actual interaction between customers and the company’s frontliners, which is rooted in the organization’s values. “Ultimately, the service a company renders its customer relies on the attitude of its employees inside and outside the workplace,” Valerio said.

On June 27, Valerio will conduct The Art of Customer Service Workshop, which covers topics such as the service profit chain, understanding customer needs, and developing a customer-centric attitude. This workshop will be held at the TeamAsia Training Room located in Northgate Cyberzone, Filinvest Corporate City, Alabang, Muntinlupa City.

For registration and inquiries, please contact 7573500 extension 326 or send an email to msevangelista@teamasia.com.

About TeamAsia
TeamAsia is an award-winning strategic marketing communications firm that creates, develops and sustains visibility for place, corporate, and personal brands through effective, meaningful and compelling integrated marketing communication strategies. Its core businesses include design services; public relations, editorial and research, copywriting, and SEO services; media relations; stakeholder relations; event management; social marketing and digital campaign management; and web development. The agency also aims to educate through workshops and seminars primarily related to its core communications businesses. For more information on TeamAsia, visit www.teamasia.com.