Thursday, July 25, 2013

Tweetums is my name and customer satisfaction is my game. LOL

(Actually requested superiors for some space in the monthly bulletin and to be allowed to do this. LOL. For my beloved day job, I offer one piece:)

The Secrets To Excellent Customer Service

“Put on a happy face.” “Be friendly.” “Be helpful.”

Commonly shared tips on achieving top-notch customer service seem easy enough to follow until you receive your third or fourth irate client of the day. You’re feeling physically drained, your patience is wearing thin and you’re fighting every urge to snap back as fiercely as the other person.  This is the real challenge of customer service: being George Clooney cool even in the most trying of circumstances.

We’ve collected some pieces of advice to help front liners nurture pleasant and mutually beneficial relationships with customers. Here they are:

  1. Empathize. In other words, ask the question: How does this problem make my customer feel? If I were in his position, how would I feel? When people in dispute do not make a conscious effort to understand each other’s position, the argument turns into a tug-of-war of wills. Empathy, meanwhile, enables people with different perspectives to find common ground.T
  2. Listen closely and sound back.  By allowing a person to finish his train of thought with genuine interest and without interruption, you are on your way to making him feel better.  Actually, most clients who go on and on about a concern already understand that the problem is larger than you or your function, but they insist on being heard, and they need to vent. If you can, scribble the key points onto a notebook to capture everything.
Also, make it a habit to sound back after listening. This means repeating what the customer has said to make sure that you have a good grasp of his message and point of view. Imagine what would happen if waiters neither took notes nor repeated orders. Don’t assume that you understand perfectly.  Sound the message right back.
  1. Keep your promises. On semi-panic mode, many front liners offer assistance only to realize later that these promises are as doable as building bridges across 7,100 Philippine islands. While grand commitments are done with the best of intentions, they can lead to disappointment, loss of credibility and more complaints. Be realistic in giving assurances and be sure to follow through.
  2. Remember it’s not about you! While listening to an irate client, it is normal and extremely common to feel attacked personally and be hurt even though these problems are not caused by you. Neither can you fix them on your own. Most people with unpleasant feelings directed towards you simply have their own difficulties to deal with. Do not be hard on yourself and do not take things too personally. Reminding yourself of these can help you stay patient, focused and responsive to challenging situations. A customer complaint no matter how intense need not be your personal drama.

These are four from a long roster of tips that can enhance customer service.  Check this corner again next month for more useful information! “Customer service is not a department, it is an attitude.”

Monday, July 22, 2013

Bakit Kelangan I-Baby Ang Poor?

On Rappler, there is a nice article about poverty in the Philippines, a response to actress Bianca Gonzales’ tweet that the squatters are being “babied.” It was more informed than dramatic, far more toned down than the comment wars sparked by the controversial tweet.

 I liked it except that it concludes that apathy is a problem bigger than poverty itself.  According to the article, by not being understanding and patient of the situation of the poor, we are “dehumanizing” each other. What an intense verb.

Being Pro-poor
An acquaintance of mine who owns a large and successful taxi service company decided one Christmas to buy meals for street children. He was overcome, he said, by an urge to “give back” so he drove around in his car and gave food away. I could barely keep the words, “nice but unsustainable,” from coming out of my mouth. Had he brought down the daily taxi rental he charged to drivers from 800 PHP to 600 PHP, he would have been able to augment the daily income of many families and still continue to operate a successful business. Honestly, I won’t judge for as long as you spare me the self-satisfied grin.

Charity work brings immediate relief and that is truly great but when mixed with misguided self satisfaction, it becomes a major barrier to actually helping. It’s like donating computers to far flung schools where the kids are hungry and have no clean water to drink. We tell ourselves we’ve done our share, and that’s enough, but that’s not true. The lives of the poor do not change even when we decide to perform an act of kindness – just any act of kindness – for a single day.

When we talk about the plight of the poor, somehow the discussion always turns into a discourse on humanity or into a celebration of the extraordinary kindness of ordinary people.  We have to stop making this an issue of compassion. Our problem is not that we are unkind. Our problem is that the specific issues that impact how much we earn and how much we can buy are so complex, it is difficult to figure out the direction to take. Sometimes the conversation becomes more about helping and less about understanding how.

Paying For Life
Bianca Gonzalez was right. We cannot ask landowners or even the government to allow informal settlers to freely make use of private and public property just because we feel sorry for them and they have no place else to go. To exempt the poor from being subject to Philippines laws is to apply double standards. It is condescending and more importantly, inefficient.

So should the government step in and spend on massive relocation sites for those who have no place else to live? Would it be sustainable? In India, the government instituted a national mandatory school feeding program, which resulted in poor food quality being served to children.  The impact of expensive and ambitious projects for the poor work is debatable. On the one hand, they cost too much money and foster a culture of dependence. On the other, how else can the gap be bridged?
For example, many informal settlers are in fact employed and can afford to pay rent, but why spend if you can squat? The middle class sees this situation as free loading. The poor argue they do not have much of a choice.  Let’s be a little bit more detailed for now.

Buying a piece of land to call your own is a long shot even for the majority of the working class.

Camella Homes sells 20-square meter concrete boxes for roughly 1 million PHP. Deca Homes sells their endlessly linked prefabricated townhouses for a bit less and allow aspiring homeowners to move in after paying a 7,000 PHP down payment. It is quite a come-on but the structural integrity of the units is so questionable that those homes actually pose real risks to people. 

In order to buy a decent house, you need to have at least 100,000 PHP extra money saved and roughly 10,000 PHP extra cash every month for the next 20 to 25 years. If you happen to be single taking home 15,000 PHP a month even after taxes, which is a lot relatively (swerte ka na nyan), there is still no way for you to secure a housing loan from a bank.  Banks only accommodate those who gross 30,000 PHP to 40,000 PHP a month.

Being a Pagibig member helps but this agency requires the title of the property as collateral, a document which many developers cannot transfer to your name right up front. There’s nothing to be done about that.

So housing is not solely the problem of the poor or of the lazy. It is extremely difficult and nearly unattainable even for those who are actually fortunate enough to be properly employed. 

Poverty among the Working Class
Those who do not squat and do not own homes rent, which easily eats up 30% to 40% of the budget.

According to PayScale, a security guard in the Philippines can take home an average salary of PHP 10,000 a month, which is being extremely optimistic. After tax, rent, groceries and transportation, how much can an employed security guard set aside for tuition fees, health care and life insurance?
The situation might be a tad bit better if he were a regular employee receiving mandatory SSS, PhilHealth and Pagibig benefits, as well as 13th month pay. Unfortunately, most janitors, drivers, guards and even clerks are employed through manpower agencies, many of them listed as cooperatives where there is no employee-employer relationship among “members.”
By outsourcing this way, many large companies can save on labor expenses and shield themselves from possible liabilities. And these are the same investors we count on to provide jobs, so much that we are considering revising our constitution just to keep them coming. Not regularizing manual laborers as a means of cutting cost is a prevalent practice that is allowed to persist without much policing.

For as long as the supply of labor far exceeds the demand, the situation will remain the same though.  If we demand higher wages and more benefits, we run the risk of businesses hiring fewer and we can’t have that either. The only thing that we can demand at this point is the strict enforcement of labor laws to make sure that those who actually work full time receive what they are entitled to under the law.

Job generation, the ultimate solution, is the priority of many governments, and it is ours as well but the task is gargantuan to say the least. 

Be an Employer
Creating a climate that encourages business is the task of the government primarily but we should pitch in by being even more enterprising than we already are.  Deciding to go into business and working hard for your small company to become successful and competitive require a lot of resources and balls but it beats charity in terms of alleviating the plight of the poor. Profit-oriented is not synonymous to exploitative.  If those who have the opportunity endeavor to be good and fair employers, that might be a more sustainable means of empowering the poor.

It’s true there are institutional barriers to being self-employed. It’s just not easy. All the same, it has to be encouraged. Repeatedly. If many of those who have the means succeed in doing business, the impact to others who will be employed is long term.

We cannot blame the rich and the middle class for resenting that a huge chunk is being spent on social services that provide immediate relief to the impoverished.  It’s a normal reaction.
However, the rich and upper middle class are wrong in believing that poverty affects them only by taking away their hard-earned money. It is not an act of charity, not even of compassion, to invest in poverty alleviation strategies. Growing poverty affects everybody, without exception, either by worsening prevalent social issues or by decreasing economic activity altogether. Smart measures have to be put in place to make sure everyone has the opportunity to be productive and to be a consumer.

We have all been screwed by the inefficiencies of our institutions but those who have hardly any to begin with have been hit the hardest.  Everyone, except OFWs, is at fault. The government is corrupt and inefficient. Some members of the business community circumvent labor laws. The media sells us sob stories. The Church says “blessed are the poor.” The poor sell their votes. The rich and the middle class mind their own business, except on Christmas. And all of us, collectively, are at fault by being less when we could be more.

The article of Rappler reads, “The moment that we emotionally detach ourselves from the poor and their issues is the moment that we de-humanize them, and to a certain extent, we de-humanize ourselves too.“  Even though I agree with the end goal and even share the vision, I do not take emotional appeals like these very well. A whole lot is lost and the dialogue regresses when the focus shifts to the lofty concept of what it means to be human and compassionate and kind.
Helping the poor is not a ticket to heaven, nor is it some means of realizing our full potential as human beings.  It is an investment.