OUTPUT IN CUSTOMER RELATION

Module 1: Lesson IV – Focused Group Discussion

Submitted by:

Julius A. Muico
Cecelia B. Nabor
Kristine C. Capuz
John Paul T. Cariño
Mark Joel R. Balanquit
John Carlo O. Reñevo

Submitted to:

Ma’am Norma Baluis Ortega-Alamo

Instructor

2023-2024
Focused Group Discussion
Instruction: Review the strategies for promoting a positive culture. Individually select the
one that you believe you have the most opportunity to focus on as a service provider.
The group leader will do a tally to count the number of choices for each strategy. Have
each group members discuss why each made the choice he or she did and how he or
she might implement that strategy. The individual output will be submitted to the group
leader, who will compile and submit the final output.

Name:
John Paul T. Cariño

Chosen Strategy:
“Listen to What Your Customers and Staff are Saying to You.”

Reason for choosing this strategy:

Listening to customers provides valuable feedback. It's crucial to also pay attention
to front-line employees as it indirectly allows for insight into customer perspectives and
data collection. Listening to customers aids in gaining a better understanding of one's
product, facilitating focus testing, improving product quality, and pre-emptively
addressing issues before a product reaches the market. Additionally, listening to
employees is a vital means of making them feel valued, essential, and heard.

Implementation:
To effectively implement this strategy as a service provider, follow these steps:
 Maintain eye contact and face the speaker.
 Pay attention to non-verbal cues.
 Refrain from interrupting the speaker during their discourse.
 Listen without making judgments or hasty conclusions.
 Avoid planning your response while the speaker is talking; demonstrate active
listening.
 Do not impose your opinions or solutions prematurely.
 Stay fully focused on the speaker.

Name:
John Carlo O. Reñevo

Chosen Strategy:
“Listen to What Your Customers and Staff are Saying to You.”

Reason for choosing this strategy:

Listening to both customers and staff is essential for obtaining valuable feedback. By
paying attention to front-line staff, indirect insights from customers can be gathered.
This enables the identification of issues before a product is launched, allows for focused
testing, and ultimately leads to product quality improvement. Listening to staff also
fosters a sense of value and inclusivity.

Implementation:
To effectively implement this strategy as a service provider, it’s important to practice
active listening. This means not interrupting the speaker, maintaining eye contact, and
refraining from forming judgments or drawing immediate conclusions. Avoid preparing
your response while the other person is speaking. Show your active listening skills and
refrain from imposing your ideas or solutions prematurely. Stay fully engaged in the
conversation.

Name:
Cecelia B. Nabor

Chosen Strategy:
“Welcome Complaints.”

Reason for choosing this strategy:

Customers often have varying expectations and levels of satisfaction when it comes
to service delivery. Welcoming complaints is a direct source of customer feedback that
aids in identifying opportunities for growth, development, and service improvement.

Implementation:
To effectively implement this strategy as a service provider, follow these steps:
 Embrace and welcome customer complaints with open arms.
 Let customers know that you are there to assist them if needed.
 Show your appreciation by addressing their complaints, demonstrating that you
value their feedback.
 By applying their complaints constructively, you can build customer loyalty in your
business.

Name:
Kristine C. Capuz

Chosen Strategy:
“Listen to What Your Customers and Staff are Saying to You.”

Reason for choosing this strategy:

Listening to customers is essential for receiving valuable feedback. It's equally
crucial to pay attention to front-line employees as they serve as a channel for indirect
customer insights and data collection. Listening to customers aids in gaining a deeper
understanding of one's product, enabling focused testing, quality improvement, and
proactive troubleshooting even before a product is launched. Additionally, listening to
employees is the most effective way to make them feel valued, important, and heard.

Implementation:
To effectively implement this strategy as a service provider, it's important to practice
active listening. This means not interrupting the speaker, maintaining eye contact, and
refraining from forming judgments or drawing immediate conclusions. Avoid preparing
your response while the other person is speaking. Show your active listening skills and
refrain from imposing your ideas or solutions prematurely. Stay fully engaged in the
conversation.

Name:
Mark Joel R. Balanquit

Chosen Strategy:
“Recognize the Importance of Customer Loyalty.”

Reason for choosing this strategy:

I chose the strategy of recognizing the importance of customer loyalty because it’s a
fundamental pillar for the sustainable success of any service-oriented business. In my
opinion, customer loyalty is a powerful driver of growth and profitability. Retaining
existing customers is not only cost-effective but also an indicator of the quality and
value of the services we provide. It fosters a sense of trust and satisfaction, and loyal
customers often become brand advocates, which can help attract new customers
through word-of-mouth referrals. Additionally, by understanding and aligning with our
customers’ values and making their interactions with our services effortless, we can
create a positive and enduring customer relationship that goes beyond mere
transactions. This, in turn, helps us continuously improve and innovate our offerings
based on valuable customer feedback, ultimately ensuring the long-term sustainability
and reputation of our business.

Implementation:
As a service provider, I will implement the strategy of recognizing the importance of
customer loyalty by focusing on delivering exceptional customer experiences that align
with our customers' values and make it easy for them to do business with us. This will
involve regular communication with our customers to understand their preferences,
needs, and feedback, ensuring that our services continuously meet and exceed their
expectations. Moreover, I will establish loyalty programs, personalized discounts, and
exclusive benefits to incentivize and reward our loyal customers, creating a sense of
belonging and appreciation within our customer base. Through these efforts, I aim to
cultivate long-lasting customer loyalty, which not only drives profitability but also
strengthens the organization's reputation and encourages customers to advocate for the
services.
Name:
Julius A. Muico

Chosen Strategy:
“Build a Reputation, Communicate, and Tell the World.”

Reason for choosing this strategy:

I chose the "Build a Reputation, Communicate, and Tell the World" strategy above all
others because it places a strong emphasis on transparency, trust, and engagement.
Open and honest communication is at the core of building trust with both staff and
customers, which is vital for fostering a positive culture. This strategy also motivates
and engages employees, recognizes their achievements, and encourages feedback,
contributing to ongoing improvement and a customer-centric focus. By actively
communicating our dedication to customer service excellence, we can shape a positive
reputation, gain a competitive advantage, and ensure long-term sustainability, all of
which are fundamental to creating a culture of excellence in customer service.
This strategy is important because it creates a positive feedback loop that benefits
both staff and customers, enhances your organization’s reputation, and helps ensure
long-term success in providing exceptional customer service.

Implementation:
As a service provider, my chosen strategy is to "Build a Reputation, Communicate,
and Tell the World." To implement this strategy, I will begin by establishing clear and
effective communication channels within my organization. I will ensure that my team is
well-trained in providing exceptional customer service, and I'll encourage open and
transparent communication with both staff and customers.

Next, I will proactively reach out to customers to gather feedback, address their
concerns, and express our commitment to their satisfaction. This involves conducting
regular surveys, feedback sessions, and personalized follow-ups. Additionally, I will
leverage various communication tools such as email, social media, and newsletters to
share success stories and customer testimonials, showcasing our dedication to service
excellence. By building a reputation for outstanding customer service, communicating
effectively, and sharing these positive experiences, I aim to foster a culture of
excellence within my organization and let the world know about our commitment to
exceptional service.
 TALLY
Strategies for Promoting a Positive Culture
1. Recruit and Train the Right People
2. Happy Staff = Happy Customers
3. Recognize the Importance of Customer Loyalty 1
4. Lead from the Top
5. Listen to What Your Customers and Staff are 3
Saying to You
6. Welcome Complaints 1
7. Look at Your Processes from a Customer and
Staff Point of View
8. Use Tools with Caution
9. Measure the Right Things
10. Build a Reputation, Communicate, and Tell the 1
World