Customer Service 101

Instead of electives for Graduate School, I opted to take a series of seminars at Ateneo's Center Center for Continuting Education. I wasn't satisfied with the electives they offer at the grad school and believe that these short seminars may be more beneficial for me. Plus I didn't want to take a weekly class again. Almost done, last semester and I am done.

The seminar was very helpful indeed. I was able to learn concrete steps on how to determine, strategize, deliver and measure customer service as well as exceptional customer service.

What really impressed me today was the resource person. Mrs. Bim Mercado. I happened to find a picture of her on google. ( I tried googling my name too and my profile pictures came up, i don't think that is such a good thing. ) I was there for 8 hours, sans the 2, 15 minute breaks and an hour for lunch, and not once did my head bob. I was completely engaged the entire time. She spoke candidly in taglish, exceptional english and tagalog without pretensions. All her examples and stories were so close to home.  Watching her lecture gave me so many ideas on how to train my people. How I should speak and carry myself at work. Definitely a speaker to rave about. I hope I can attend another one of her seminars again. She was a graduate of UP and is now also taking her masters in AGSB. She had a book with her that I saw beside her bag. It was "Water for Elephants" by Sara Gruen. Never heard of it. Beautiful cover, A New York Times Bestseller. Straight to my reading list.