“Exceptional customer experiences are the only sustainable platform for competitive differentiation.”
– Kerry Bodine Encore Leasing & Finance Corp.
HR & Admin Head, Ms. Magel M. Agaton conducted last October 8, 2022 the Service Plus: Customer Service Training Workshop for all employees of the company. She discussed the skills and strategies on how to become Encore’s Customer Experience Champion, specifically applying several key principles and service steps essential to meet the unique personal and practical needs of the Company’s customers. She also shared a 4-step process for turning dissatisfied customers into satisfied or loyal customers.
To check for understanding, as well as be able to practice and develop confidence in using the new skills the employees have learned, the participants were divided into groups, and prepared for a skill practice, where one played the role of a customer, while the other served as the customer service provider. The other remaining group members served as observers who were asked to give their positive and developmental feedbacks on the use of the “keys to service”, and “steps to service” to help ensure customer loyalty, which is the way to maintain a competitive advantage.