You’ve got a Green Box Mail!

Filipinos are known for their warmth and hospitality. This should make Customer Service a cinch but how can the caring and concerned attitude be shown through non-face-to-face interactions with internal and external customers? Communications provider, PhilCom wanted their Sales employees to demonstrate customer orientation and effective service even through e-mail and The Green BOX Learning Solutions Team was there to assist them as designer and facilitator of “EFFECTIVE SALES COMMUNICATION TRAINING.”

Sales Comm 01

Using a simple but powerful model of Message, Medium and Measures, the PhilCom Sales Team analyzed real life e-mail. By comparing their responses against standards and principles, they were able to identify points for improvement and rewrite clearer, more professional and customer pleasing email communication. The learning experience was rounded out with the module on Artful Listening where they gained a new, learning-oriented approach to this most important but commonly underrated and badly-practiced skill.

Sales Comm 02

At the end of the training, PhilCom Sales Professionals went through a practical skill assessment and wrote his/her own responses to actual customer inquiries. By applying the guidelines they learned, the PhilCom Sales Team ensured that they can seamlessly transfer their experiences and skill they gained to the workplace. In the end, the customers and the business win again.

Customer Engagement brings TGBLS to Cebu!

Finding New Customers and Keeping Existing Ones Happy

When we discovered that our current home’s second floor had termites, I immediately called the pest control company who treated our old house. The technician who came looked capable, informed us of what he was going to do and why and, afterwards, made sure we knew what to do to avoid re-infestation.

That was 10 years ago. We are now living in the south, 2 hours away. There were ads for local exterminators posted on our village’s bulletin board but I wanted that same company, that same technician if possible. That one transaction years ago has made me a loyal customer.

Representatives from the member associations of the Philippine Federation of Pest Management Operators’ Association, Inc.(PFPMOA, Inc.) learned how to build valuable customer loyalty when The Green Box Learning Solutions Team presented “Finding New Customers and Keeping Existing Ones Happy” last November 2013. This event was part of PFPMOA’s 2nd National Convention in Cebu last November 14-15 at the Sarrosa International Hotel, wherein they hosted various learning tracks focusing on the latest industry trends and practices in the Pest Management Industry.

TGBLS PFPMOA

Expert speakers in-country and outside were invited, and we are honored and happy to have been part of PFPMOA’s historic milestone. In a 2-hr targeted session, The Green Box Learning Solutions Team shared latest research and best practices on Customer Engagement. It was a short but sweet interaction among 160+ delegates from the North to the South of the country plus guests from other ASEAN countries.

The Philippine Federation of Pest Management Operators’ Association, Inc. (PFPMOA) is an umbrella organization of a 6-member association which seeks to unify all professional pest management associations in the country. Part of its mission is to uplift and institutionalize high industry standards and practices in urban pest management. Its member associations are the following:

a. Philippine Association of Professional Fumigators, Inc. (PAPFI)

b. Pest Control Association of the Philippines, Inc. (PCAP)

c. Pest Exterminator Association of the Philippines, Inc. (PEAP)

d. South Luzon Pest Management Operators Association, Inc. (SLPMOAP)

e. North Central Luzon Pest Management Operators Association, Inc. (NCLPMOAI)

f. Pest Control Association of Visayas (PCAV)

Our many thanks to Mr. Ulysses S. Dagan, PFPMOA President, Mr. Joselito U. Aquino, Over-all Chairman, Ms. Evangeline Alonzo, Ms. Emilie Paulate, Mr. Victor Young and Mr. Elmer Baradas for the warm accommodations.

Interfacing with Customers Talk for PFPMOA and PCAP

TGBLS delivered a talk on “Interfacing with Customers” before an audience of close to 170 Service Technicians from different Pest Control Vendors country-wide last July 24th at the Auditorium of the DCIEC Building, NIA Compound, EDSA, QC. The Skills Enhancement event targets to improve knowledge and skills of Service Technicians both on the job and on their personal wellness. The affair was hosted by PCAP or Pest Control Association of the Philippines, which is part of the umbrella organization – the Philippine Federation of Pest Management Operators’ Association, Inc.(PFPMOA). This is the first formal gathering of Service Technicians this 2013.

Interfacing with Customers Talk by TGBLS

“Interfacing with Customers” Talk by TGBLS with a captive audience of close to 170 Service Technicians representing Pest Control Vendors in the country

TGBLS was invited to deliver a 2-hour talk on “Interfacing with Customers”, a key component in ensuring success for the Service Technicians who carry their company badge during their actual service delivery with their Clients. It is the 2nd time that TGBLS partnered with PFPMOA this year, the first was just a few weeks before this event (Team Effectiveness Workshop, also featured in this blog). The participants were engaged and openly participated in the activity. They freely shared their own personal experiences, both as service providers and as recipients of service during the plenary discussions.

Audience during the TGBLS talk on "Interfacing with Customers"

Audience during the TGBLS talk on “Interfacing with Customers”

Special thanks to Mr. Jessy Aquino, Charter President of the Federation and Training Coordinator and Board of Director of PAPFI or the Philippine Association of Professional Fumigators, Inc., Ms. Emy Paulate, Vice President, PCAP, Mr. Elmer Baradas, President of ENTOM, Mr. Vic Young, Secretary, PAPFI and Mr. Uly Dagan, President , PFPMOA. 

(L-R) Mr. Vic Young (Sec. of PAPFI), Toni Cielo (TGBLS Facilitator))

(L-R) Mr. Vic Young (Sec. of PAPFI), Toni Cielo (TGBLS Learning Consultant)

(L-R) Mr. Elmer Baradas (Preseident of ENTOM), Toni Cielo

(L-R) Mr. Elmer Baradas (Preseident of ENTOM), Toni Cielo (TGBLS Learning Consultant)