THE IMPORTANCE OF CUSTOMER SERVICE MANAGEMENT Making sure that the customers rights as a consumer are protected and are being honored is the main principle of Customer Service Management. Rigorously keeping track of the permanent exchange of value for money for the consumers and organizations, as well as appraising the need for any service improvement is required in the Management of Customer Service. By having the right Customer Service strategy in place, an organization will ensure a longer and loyal relationship with their customer and at the same time achieve their goals. Suarez&Co endeavors to help its clients build the best Customer Service platform customized to suit their needs. We provide training that will transform your employees into the company's best assets.

1. SUAREZ&CO.
CUSTOMER SERVICEMANAGEMENT
&TRAINING
CUSTOMER SERVICE REINFORCED !

2. Suarez&Co(SNCO)
Aboutiquemanagementconsultingfirm foundedin2005,inHongKong
thebusinessHUB ofAsiaand from 2013,licensed to operatein the
Philippines.
Suarez&Co'sSuarez&Co's expertiseinawiderangeofindustrieshelpedthefirm to
growandexpandquickly.Ourconsultingteam composedof80%foreign
nationals,basedoutofHongKong&Philippines,havebroughttothefirm
adiversityofideasandstrategieswhichareimplementedindifferent
regionsoftheworld,thisservestobeakeyadvantageforourpartners
andclients.
OurOurspecificexpertiseinkeyareassuchas;Strategy&Operations,Human
Capital,CustomerServiceManagement,Procurement& SupplyChain
empowerourteamsto crossthe conventionalway ofthinking and
providefreshideaswithexceptionalresults.Thisallowsustoofferthe
most suitable solutions to companies operating in developed and
emergingeconomiesthroughAsiaandLatinAmerica.
www.suareznco.com
OVERVIEW
SUAREZ&CO.

3. Itisclearthatservice can be used to differentiate a company from its
competitors,yetwe know thatthere are notmany companiesthatare
recognized asgiving good service.LetstakeWoolworthsasan example:
WoolworthsHoldingsLimitedisaSouthAfricanretailchainandoneofthe
largestinSouthAfrica, modeled from Marks& SpencerUK. Woolworths
enjoys therewardsofpremium pricingbecauseithascertainlymanagedto
differentiateitselfintermsofproductsand servicequality.Howevereven
WoolworthsWoolworthswentthroughadifficulttimewhenithadtorefocusallitsefforts
in termsofstrategicdirection ofitsservicesand qualityto maintain its
performanceinacompetitivemarketplace.
Thepointmadeaboveprovesthateventhoughacompanyknowswhatthey
wanttoachieveintermsofserviceandquality,achievingthoseobjectivesis
clearlymoredifficultthatitseems,as evidencedbythefew companiesthat
canreallybeconsideredasgivingexcellentservice.
Suarez&Cobelievesandworkswithitsclientstohelpthem achieve thebest
customerservice experience, focusing in two key complementsthatare
needed andindispensablebetweenacompanyanditscustomers.
•RelationshipandCustomerLoyalty
•ServiceQuality
CustomerService
1

4. Relationship and Customer Loyalty, is a business modelused in strategic
managementinwhichcompanyresourcesareemployedsoastoincreasetheloyalty
ofcustomersandotherstakeholdersintheexpectationthatcorporateobjectiveswill
bemetorsurpassed.
ManyManycompaniesfailtorecognizetheimportanceofkeepingcustomersloyal.Itis
harderthanitsoundsandonlyafew actuallyachieveit.Thebigquestionis,how
customerloyaltywouldconverttoprofitability?.Researchshowsthatkeeping an
existingcustomerwillcostacompany10% ofthecostofenticinganewone.Itmakes
totalfinancialsensetoimmediatelyimplementacustomerretentionstrategy,ifyou
stilldon'thaveone,becauseintheendkeepingacustomerloyalactuallycutsyour
cost.
RelationshipandCustomerLoyalty
ServiceQuality,isanachievementincustomerservice.Itisreflected ineachservice
encounterwithacustomer.Ingeneralcustomersalwayshaveserviceexpectations
from pastexperiences,customerswillusuallycomparetheexpectedservicewitha
pastserviceexperience.If thecurrentexperiencewillfallshortofthelatter,the
customerswillsurelybe disappointed.
ServiceServicequalityneedstobetheoutmostpriorityforanycompany,whetherinasmall
businessoramultinationalcorporation.Aglobalcustomersatisfactionsurveyshows
that67% ofcustomers walkedawayfrom abusinessrelationshipbecauseofpoor
customerservice.According to research,in the United Kingdom alone,poor
customerservicecoststheeconomy15.3billionpoundseveryyear.Thisisdefinitely
acostlymistake.
ServiceQuality
2

5. Makingsurethatthecustomersrightsasaconsumerareprotectedandarebeing
honoredisthemainprincipleofCustomerServiceManagement.
Rigorouslykeepingtrackofthepermanentexchangeof valueformoneyforthe
consumersand organizations,aswellasappraising the need forany service
improvementisrequiredintheManagementofCustomerService.Byhavingthe
rightCustomerServicestrategyinplace,anorganization willensurealongerand
loyalrelationshipwiththeircustomerandatthesametimeachieve theirgoals.
ThereTherearethreekeyaspectstohaveinplaceforaneffectiveCustomerService
Managementstrategy.
•Thecoreofacompanywhowantstosucceedinanymarketisthecustomer.
Tolearn,listen,understandandprovideauniquecustomerserviceexperience
shouldbethegoalofanycompany
•MarketCustomerServiceasyourbestproduct.Customersmostofthetime
arenotknowledgeableabouttheproducttheyareacquiring.Theyneedtobe
assuredthataftersalessupportandservicewillalwaysbe availablewhen
needed.
•Aim tomeetyourcustomerexpectationseveryhourofeveryday.Be
consistentwithyourperformance.Whilethisiseasiersaidthandone,havinga
solid CustomerServiceprogram inplacecouldmakeithappen.
Suarez&CoSuarez&CoendeavorstohelpitsclientsbuildthebestCustomerServiceplatform
customized to suittheirneeds.We provide training thatwilltransform your
employeesintothecompany'sbestassets.
TheImportanceofCustomer
ServiceManagement
3

6. Regardlessofthesizeofyourbusiness,CustomerServiceTraining should neverbe
takenforgranted.Somecompaniesunderstandthisandtake itastepfurther.They
don'tonlyuseitasaconsumerpracticebutasanintegralpartoftheirdaytoday
operations.
WhenWhenthesalesteamsandserviceteamstreatoneanotherwithrespect,thesame
harmonythatwillexistinthecompaniesenvironmentwillbetransferred tothe
customer,building thatlongterm clientrelationship.Assumingallotheraspectsof
companiesbeingequalacustomerwillsurely chooseonethatcaresforthem and
providesthem withtheirneedsinsteadofonethatdoesnot.
TheimportanceofCustomerServiceTraining
Withalargeamountof CustomerService trainingcompaniesthroughoutAsiato
choosefrom andsinceallofthem aregoingafteryourbusiness,thereareseveral
reasonswhyweshouldbecomeyourtrainingpartnerofchoice:
1. Weprovidequalitytrainingwithwithinaveryreasonablebudget.
2. Ourconsultantshavetheexperienceandlongbackgroundneeded inthe
CustomerServiceindustry.
3.3. Ourexpertisehelpsustoquicklypickupissuesandavoidpotentialproblems
providingthe clientwiththebestpersonalized solution.
4. Wetaketimetounderstandyourbusinessandrealneeds.
5. Weworkveryclosewithclientswithalongterm relationshipinmind.
6. Wehave customized trainingprogramsforemployeesandmanagement,as
wellascreativetrainingmethodologies.
Suarez&CoSuarez&Co commitsitselfto deliverallthetraining theclientneedsinthemost
professionalandrelaxingenvironment,allowingtheparticipantstoachievetheskills
andconfidenceneeded.
WhychooseSuarez&Co.asyourCustomer
ServiceManagementandTrainingpartner
4

7. SUAREZ&CO.
Phone: +63.2.3314206
Website:www.suareznco.com
Address:28thFloor,Tower2,
TheEnterpriseCentre,
CornerPaseoDeRoxas
andAyalaAvenue,Manila,
1226Philippines