‘Customer First’ Principles

1. Do It Right the First Time.

a. The agent begins with the end in mind.

The agent clarifies and pictures out first in his or her mind what the ending will look like before
starting to execute a task.

b. The agent sharpens the saw because the agent realizes that he or she cannot give what he
does not have.

The agent is focused and ensures that he or she has been properly trained in relation to the
Tasks, Processes and Standards (TPS) by which his or her results are measured because the
agent cannot give what he does not have.

The agent is not overwhelmed by his or her tasks because he takes time to relax and gather
energy and enthusiasm to do the tasks.

c. The agent upholds honesty as the best policy.

The agent is transparent and truthful. In reporting and giving feedback, the agent discloses
the truth about his or her results, no matter how damaging they would be. In this way,
mistakes are timely and aptly corrected.

2. Anticipate the customers’ needs.

a. The agent has mastery of the script and the conversation flow and is flexible with it.

b. The agent has mastery of and practices the L.E.A.R.N experience in resolving
issues/oomplaints of customers.

L-Listen
E-Empathize
A-Apologize
R-Resolve
N-Notify

c. The agent is a tower of empathy and listening skills.

The agent’s auto mindset is to place himself or herself in the shoes of the customer. The
agent listens to see what the customer requires.

d. The agent learns from experience and applies the learning to anticipate the needs of the
customer.

The agent is armed with the knowledge of how the past issues and complaints were solved.

3. First Things First.

a. The agent minimizes crisis and problem situations by prioritizing important issues and tasks
even though they are not urgent.

The agent applies the 4 quadrants of Time Management. The agent prioritizes Quadrant II
2E 2nd Level Bai Center | AU Direct: +61 2.8073.4100 | UK Direct: +44 114.319.0726 | US Direct: +1 602.338.9474
N. Bacalso Avenue, Basak
Cebu City, Philippines 6000
 Activities, those that are Not Urgent but Important to avoid crises and problems.

  Urgent Not Urgent

Quadrant I-Crises, Pressing Quadrant II-Prevention,
problems, Deadline-driven capability improvement,
projects Relationship building,
Recognising new
Important
opportunities, Planning,
recreation

Quadrant III - Quadrant IV- Trivia, busy

Interruptions, some callers, work, Some mail, Some
Some mail, some reports , phone calls, Time wasters,
Some meetings, Proximate, Pleasant activities
pressing matters, Popular
NOT
Important
activities

4. Every encounter with the customer is an extra-ordinary moment.

a. The agent values his or her work as a calling and the deeper purpose behind the work. It is
not just for money-making but a service.

The agent’s work is purposeful as the agent understands the customer’s needs and the
reason behind the needs. This is the reason why the agent is patient with the customer, thus,
the agent does not take the customer’s bashing and negative attitude personally.

b. A customer is a friend even the most irate customer.

c. The agent practises the ‘SLS attitude”, Stop, Listen, Smile.

Even if interrupted by the customer, the agent instead Stops, Listens and Smiles.

5. Attitude for teamwork

a. I am part of a team and work with my team for a common goal.

b. Trust is the foundation of teamwork. I trust my teammates and they can trust me.
c. I am not afraid to ask for help when I need it and I share my strength.

2E 2nd Level Bai Center | AU Direct: +61 2.8073.4100 | UK Direct: +44 114.319.0726 | US Direct: +1 602.338.9474
N. Bacalso Avenue, Basak
Cebu City, Philippines 6000