Globe Telecom is really the best in what they do and just recently, they bagged an award at Asia Communication Awards as the “Best in Customer Service Initiative”. The award is to acknowledge Globe’s Great Customer Service and its dedication for innovation to provide the best Customer Experience to its subscribers. Globe used Twitter as a new platform to provide the best customer service to reach more people and help them with their concerns.
Globe Reaches Out
Globe has extended their arms to reach us. Globe recognizes its customer’s needs and situation. They know that most of us do not have enough time to call the hotline and talk to a rep for a few minutes due to our busy schedules. As an answer to this, they created their social media customer service support. Globe uses the social media platform since a lot of their customers are online checking on their social media accounts once in a while. Through this they will be able to connect with us through the social media which is also easier for their subscribers.
“At Globe, we are deeply rooted in putting customers at the center of everything we do. We want to be where customers are even if they do not engage us directly. According Trendstream, London-based consultancy firm, the Philippines has the largest number of people who engage in social media activities, relative to the total number of online users in the country in 2011. Globe capitalized on this growing social media trend and took customer service beyond the call center,”
“This award speaks well of the company’s commitment to reach out to customers in a more personal way, where we can be honest about our products and services and ultimately provide seamless engagement. This will further inspire our team to enrich customer care initiatives. We are extremely proud to have won an award in a category contested by our local telco competitor. It also shows that our strategy of giving customers a more personalized approach to customer service versus a corporate machine is being recognized as best practice.”
Chris Lipman, Globe Customer Experience Management Head
I have worked in the BPO industry for 8 years and customer service has been part of me since then. I have handled an account for a company who has the best Customer Service in the United States and because of it I was really trained in Customer Experience and Satisfaction. I can easily determine what a good customer service is from not a good one. I can personally say that Globe has a lot of GEMS, as what we call it in the BPO Industry, the Go the Extra Mile Service. I have personally experienced their proactive support and I am really satisfied with what I got. I would just send a tweet to @enjoyGLOBE and someone would contact me right away. Here are some of my favorite people if the Globe’s Twitter Team who would never fail to attend to my concern: @KirkOfGlobe, @MariaofGlobe, @ChrisOfGlobe, @JenOfGlobe, @JoyceOfGlobe.
Nothing Beats a Great Customer Service
Great customer service is priceless. As a business developer, I would always advise my clients that customer service should always come first for their customers. People become loyal to a product not because they are the best in the market but because they get the support that they need whenever they need it. I have used and also have recommended products to my clients not because they are the best but because the support is within their reach. With Globe you get the best in both worlds: Best Products and Services, and Best in Customer Support. This is the reason why Globe has my loyalty since the first time I used a mobile phone back in 1998.
As Sam Walton, Founder of Wal-Mart, would say “The goal as a company is to have customer service that is not just the best but legendary.”
How about you guys? What can you say about Globe’s customer service? Shoot the comments below.