TAGUM COOPERATIVE

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Service Quality Guidelines

REMINDER:
This document is RESTRICTED for Tagum Cooperative Employee’s Learning/Review Reference only.
The content of this Guidelines Must NOT be circulated to other individual/entity.

Further, under the TC Code of Discipline, “Revealing of our company’s confidential information” is a
ground for DISMISSAL. Please be guided.
 Rationale
According to Research under UK’s Retail
Industry, the three most important factors for
customer retention in today’s global economic
industry are Customer Satisfaction, Service
Quality and Loyalty. As organizations worldwide

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endeavors to operate an efficient and effective
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delivery mechanisms and customer experiences;

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service quality is an investment in leading to

greater trust and confidence in the better
customer service.

Service Quality Guidelines shall be in line with the

vision and goals of Tagum Cooperative. The
guidelines for service quality will be part of
everyday operations; service is more likely to be
delivered consistently and naturally.
(As Amended per BOD Reso. No. 495, s. 2019 dated November 27, 2019)
 What is Service Quality?

• Service Quality can be defined according to

both the want and how a product or service
is delivered. Each contact with a member-
client-client is called a moment of truth. You

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have the ability to either satisfy or dissatisfy

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• Service quality is more than smiling and

being friendly. It refers to the different
elements and dimensions in customer
service that member-client-client cares
about and that leads to member-client-
client satisfaction.
 RELIABILITY
This refers to the ability of every staff to perform the
service with confidence and accuracy.

RESPONSIVENESS
This refers to the willingness to help member-client-client
and provide a prompt service.

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ASSURANCE

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This refers to the knowledge and courtesy of employees

and their ability to convey trust and confidence.

EMPATHY
This refers to caring, individualized attention the firm
provides its customers.

TANGIBLES
This refers to the appearance of physical facilities,
equipment, and information materials of the cooperative.
 Every staff is expected to deliver the service as promised and not
making promises that cannot be kept.
Whenever there are delays due to some reasons, concerned staff
shall be responsible to inform the member-client-client immediately
within 24 hours to avoid dissatisfaction.
Every staff is expected to deal with member-client-client with all
honesty, and integrity.

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Assurance Every staff is expected to protect the cooperative’s image.

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Every staff is prohibited to post any negative comments to any

media platform about the Cooperative.
Every staff shall convey trust and confidence to all transacting
parties.

Every staff is expected to recite and internalize the Customer

Service Creed every morning after the Morning Prayer for them to
keep in mind excellent customer service.
Every staff is expected to know the products and services of the
cooperative and its guidelines.
 The Staff is expected to know very well his/her job, its technicality,
and necessary updates.

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Every staff is expected to be aware and be updated with

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launches and new policies.

Every staff is expected to pass the monthly assessment
conducted by member-clients of the Expanded Management
Team.
Every staff is expected to know how to operate the office tools and
equipment like photocopier machine, printer, etc.
 Every staff shall be concerned of entertaining every member-client
who enters the office.

Every staff is expected to treat all member-clients fairly and

without favoritism.
Every staff is expected to show willingness to do what needs to

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Assurance be done, and putting extra effort when providing service to

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member-client-client.

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The concerned staff, especially front liners, marketing and

sales team shall have the initiative to follow-up on any new
product/service offered to customers.

The concerned staff shall have the initiative to get feedback

through the Happy Index Facility to know if the member-client is
satisfied the way the service is delivered.

The concerned staff for savings or share-capital mobilization and

other products offered shall continue to follow-up member-clients.
 The member-client’s name should be used at least twice during
the conversation, if known, if not known courteously ask them.

Every staff shall greet the member-client with a smile.

Concerned staff shall say “Thank You” after every transaction with a
member-client-client and shall follow the standard “Thank You” script
for all transacting member-clients:
“Thank you, Ma’am/ Sir (First Name), Salamat sa Pagsalig!”

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Staff who answers the phone shall follow the telephone etiquette.
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Whenever there’s a rude member-client-client, concerned staff

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shall usher the member-client-client into a private/ closed door

office and elevate the issue to immediate supervisor or manager.
Whenever a member-client-client has a request that a staff could
not attend or answer, usher the member-client-client into a private/
closed door office and elevate the issue to immediate supervisor
or manager.
Every staff shall observe proper grooming during office/working hours.
Coop uniform shall be always worn with attractive and professional
look. No earrings shall be worn by men, nails shall be short and clean,
hair is tidy and a light make-up shall be worn by women.
Every staff shall wear the Coop I.D. at all times during office/working hours.

Every staff shall wear black closed shoes.

 It must be clearly emphasized during hiring that tattoo in the body is
prohibited, for professionalism and image reasons. But if there are
already staffs with tattoos in their body, these staffs shall ensure that
tattoos are fully covered during office/working hours, no single hint
shall be visible.

Every staff shall wear the prescribed uniform or business attire during
office hours.
Every staff is expected to be polite not just with member-client-

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client but also with colleagues. All staff shall properly address its
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co-workers regardless of position with “Ma’am/Sir” and avoid

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directly calling out First Names. Simple words like “Thank You”
and “Please” are also expected to be heard from each one.

Every staff is expected to be honest and trustworthy with his/her

colleagues. No gossip shall be circulated and be nurtured within
and among the staff.

Every staff is expected to return phone calls, reply to text and email
messages from his/her colleagues.

Every staff shall observe courtesy, respect and professionalism towards

his/her colleagues. Jokes must be kept to the level of “just for fun” and
non-bullying jokes.
 Every staff is expected to observe the communication guidelines for all
employees towards his/her employees such as:
• Speaking loudly, shouting and whispering.
• No speaking of “foul/bad/curse” words
• Replies to every emails and texts
• Returns every missed call
• Relays necessary message related to the work accurately and timely.

Every concerned staff is expected to observe the communication

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guidelines for all employees towards client-member-clients such as:
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• Answer every query correctly and deliver it politely.

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• Explain well the reasons of loan deductions.
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• Update the member-client-client whenever there are changes

in the policy, and product guidelines
• Inform the member-client clients with every upcoming activities
• Send advance notice for any gatherings, like ownership meetings,
district meetings representative assemblies and others.
• Initiate to give informational material whenever there’s any.
Every staff is expected to be honest and trustworthy with his/her
colleagues. No gossip shall be circulated and be nurtured within and
among the staff.
Non-verbal Communications:
i. Should sit upright, lean slightly forward to indicate undivided attention
to what the person is saying.
ii. Should maintain eye contact and be aware of body language.
 Every staff is expected to assist every member-client-client entering
the office. There should be no member-client-client left unattended.

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Every staff is expected to answer questions to the best of

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his/her ability.

If there are questions that call for his/her immediate supervisor

to answer, he/she shall courteously turn-over the member-client-
client to his/her supervisor.

Every employee shall observe proper questioning with the client-

member-client to know his/her specific needs in which the coop may
help and assist. If the member-client refused to disclose some personal
information, the staff should not insist and close the conversation
politely.
 Every staff is responsible in ensuring that the facilities assigned to
them to perform their task are functioning well and clean.

The customer area/halls should always have:

● neat and tidy writing counters
● well stocked brochure and stationary stands
● neatly organized area with clear directional signage
● hangings (Presidential portrait, Trading license, products list,
Adverts etc.) which are displayed are visible to customers.

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● clean and paper-free floors

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● clean desks and counters
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● observe a “clear desk habit”, only keep the necessary paper

for doing the transaction, keep the rest out of sight
● no eating or drinking in areas visible to customers
● customers should be given priority over paperwork

Assigned staff for information materials shall ensure that contents are
clear, font used is friendly and color combination is attractive.

All branches and department office shall prepare free reading

materials, coffee and water for member-clients’ consumption.
 Assigned staff shall see to it that office can be easily found, and
signage is clear and visible even at a distant.
Assigned staff shall ensure that office is spacious enough to accommodate
client-member-clients even during peak hours/peak days. If space needs
to be improved, a recommendation must be raised.

Every staff shall see to it that no element or obstacle in their working area
which could hinder the member-client-client to get the desired service.

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Assigned staff during noon break shall not leave his/her post without

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somebody taking his/her post.

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Concerned staff shall be willing to accommodate member-client

during extension hours of service.
Assigned staff for communications shall see to it that telephone lines
are accessible at all times. Report any malfunction for immediate
repair, if there is any.
Every staff shall be concerned of answering the phone within 3 rings.

Assigned staff for website enhancement and updates shall have his/her regular
schedule for updating and ensure that website is accessible all the time.
Loans personnel is/are available anytime for loan application and
processing.
Credit Investigator shall do the Credit Investigation according to the number
of days promised.
 Teller shall ensure that no member-client-client waits for more than 10
minutes for deposit or withdrawal transactions. If during peak
hours/days, a more than 10-minute waiting time is observed, additional
staff shall be put as emergency teller to address the need.
Security guard shall be on his/her posts all the time, inspects diligently every
bags of every member-client who will enter the office and ensure the safe
keeping of member-client-client valuable.
Security guard shall be observant enough of his/her surroundings to
ensure the safety of every member-client-client who is inside the office

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or is outside the office but within the vicinity.

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Security guard shall ensure the security of every member-client who is
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withdrawing from Automatic Teller Machine (ATM) in the branch.

IT staff shall ensure the security of cooperative’s information system,
and member-client-client’ records by installing a reliable antivirus, and
security measures.
Every staff shall keep all member-client-client information with strict
confidentiality. No member-client-client’s information shall be out, leak or
known by the other person without the permission of the member-client-
client (this excludes the staff who will need the information for valid
purposes, such as analysis and evaluation of some application).
CCTV cameras shall be installed in every TC offices. Report
immediately to the Security Department of any malfunction for
immediate action.
TC CUSTOMER SERVICE CREED
We, Tagum Cooperative Employees shall build a culture of service
excellence and create delightful experience for our member-client-
customer. We recognize the need for excellent customer service.
Therefore, we will:

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• maintain a warm and friendly relationship with our member-

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clients;
• make time for our member-clients;
• find answer to the member-clients’ questions;
• always be conscious and considerate of the emotional state of
others; and
• respond and provide viable solutions to member-clients’ need.

Henceforth, we pledge to serve all with outstanding service and

be guided by this creed. So help us God.
Thank you!
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