DMAIPH and IBA will be at the Job Quest PH Trinoma Job Fair – Nov 23&24

DMAIPH is looking for candidates for the following positions:

  • Marketing Analyst
  • Junior Marketing Analyst
  • Administrative Analyst

These positions will primarily be based in our Ortigas office, but will require some work in the field at DMAIPH training events. Occasional work from home is also possible.

Interviews will be conducted on site.

Invaluable Business Analytics Corp. (IBA) is collecting resumes for the following positions:

  • Customer Care Analyst (Office Based in Ortigas)
  • Social Media Analyst  (Home Based)
  • Graphic Design Analyst (Home Based)
  • E-mail Marketing Analyst (Home Based)
  • Desk Top Support Analyst (Office Based in Ortigas)

Interviews for the Customer Care and Desk Top Analyst will be conducted on site.

All positions are full time and follow standard requirements as per Philippines Labor Law.

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DMAIPH is an international company that specializes in analytics training and consulting both in the U.S. and the Philippines. DMAIPH offers a variety of analytics training and consulting solutions including Data Analytics, Fundamentals of Business Analytics, and HR & Recruitment Analytics.

 

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IBA is a company based in Ortigas that provides 24/7 services for clients in the United States.  Services include customer service calls, email customer support, tech support, graphic design work and e-mail marketing.

Analytics Jobs – DMAIPH hires, refers and connects Filipino analytics talent. The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Working with DMAIPH to find work, hire analytics talent or set up analytics teams will ensure you are tapped into the best of the best when it comes to analytics in the Philippines. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to find out how to take advantage of this booming opportunity.

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Perhaps The Most Awesome Thanks For Saying Thanks Ever?

So I filled out (not up) a survey I got via e-mail from PAL.

My recent flight from Manila was pretty uneventful except that for breakfast by the time the flight attendant pushed the cart to my row, they were out of corned beef. I was already dreaming of the In-N-Out Double Double awaiting me, so it was no big deal.

I told the flight attendant that its ok, I’ll pass on the fish and just wait a few hours until landing. But she went and found me an extra corned beef anyway. Nothing special, but she didnt have to do that and she did. Pamela went above and beyond and it stuck in my mind well enough, that when I got the email survey from PAL. I made note of it.

And then I got back perhaps the nicest, warmest, most sincere thanks for filling out the survey I think I have ever seen. It might be a canned message, but is sure seems like it comes from a genuine need to keep the customer happy.

I wish more companies valued their customers the way PAL just made me feel valued.

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“Dear Mr. Meyer,

Thank you for sharing your recent experience with us.

We would like to express our utmost gratitude for your appreciation of our service. Surely, you will agree that for us, it may just all be a part of the day’s work, but the good impression you have elicited from this experience will definitely last for more than just a day. Your kind words serve as an inspiration for us to consistently provide you, our guest, with excellent service.

Mr. Meyer, we wish to reiterate our heartfelt gratitude to you for your valued support and patronage of Philippine Airlines. We remain committed to provide only the best in passenger care and it is our fervent hope to be of service to you again, onboard our flights, soon.

Sincerely,

Customer Relations Office

Philippine Airlines”

It made my day.

em·pa·thy > the ability to understand and share the feelings of another

From Our Recent Customer Care Empathy Training for the DMAIPH team

em·pa·thy > the ability to understand and share the feelings of another.

Per Webster’s… Empathy is

…the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.

Per Wikpedia…

Empathy is the capacity to understand what another person is experiencing from within the other person’s frame of reference, i.e., the capacity to place oneself in another’s shoes.

So any way you slice it, empathy is about feeling the pain of another in a way that helps ease some of that pain.

Empathy training is sorely lacking across the call center industry as this kind of soft skills training is taught like a technical skill. You can’t just lecture of empathy. You have to role play and write open ended scripts and practice it until its second nature.

If DMAI is to succeed, we need to have better the average empathy training. If we want to be a great company then we need to have best in class empathy training to make sure we are there for our customers.

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Analytics Leadership – DMAIPH specializes in arming the Data-Driven Leader with the tools and techniques they need to build and empower an analytics centric organization. Analytics leadership requires a mastery of not just analytics skill, but also of nurturing an analytics culture. We have guided thousands of Filipino professionals to become better analytics leaders. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to discuss a uniquely tailored strategy to ensure you are the top of your game when it comes to Analytics Leadership.

Three Customer Service Tips We Can Do More Often

http://www.business2community.com/customer-experience/3-new-strategic-rules-customer-service-01030897

Came across this article on LinkedIn and wanted to share the 3 new rules of customer service, because more often then not, I think most of us are still missing them.

1. Connect with your customers using the channel and platform of their choice. DMAI get’s way more queries about our analytics business via our FB page and my blog then by website, phone or e-mail. Yet, even after several attempts to have someone responsible for our Social Media, we still don’t have a consistent strategy. Need to fix that asap!

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2. Being proactive means talking with your customers before they decide to use your services. Have conversations that reveal needs and assess opportunities so when the customer is ready to buy, the deal is actually already closed.

3. Having a human voice means really taking a minute to put yourself in the customers shoes. How would you want to be served if you were them? We still rely to much on canned responses and agreeing to have a meeting someday. Not enough let’s figure this out right now.

So, from the article I took away a few to dos to help have more customer insight and deliver better customer service. Hope you do as well! 🙂

Sharing A Friend’s Post > My headset was my weapon once upon a time in my life

Sharing a post from a longtime friend and business partner… because I feel the EXACT same way!!!

I started in customer service myself and 20 years later here I am, the owner of my own call center.

Tonichi Achurra, Vice President Philippine Operations at Teleperformance Philippines

My headset was my weapon once upon a time in my life.

When I was asked to wear a headset for a shoot, so many memories of my life on the phones started to trickle in. I still wear my headset when I listen to calls side by side with an agent BUT wearing it and remembering how I was once a call center agent – it was surreal.

The POINT IS, I wanted to post a pic of me with my headset because when I was a call center agent, I didn’t have an opportunity to post a picture of it with pride. WHY? There was no FB yet. LOL

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Anyway, to all the Call Center Agents of the Philippines a lot has been said but what is important is that:

We BELIEVE in your ability to provide excellent service to our customers all over the world

We TRUST you to uphold the work ethics that we value and live by

We ADMIRE your resilience, flexibility and willingness to work extremely challenging hours in order to have a decent living to provide for your loved ones

We SALUTE your perseverance to pursue a dream – of a better life and a successful career

YOU are the New Age Heroes of the Philippines! Love your job and it will love you back!

Proud that I was once upon a time, a call center agent. Cheers to my friends, who were beside me during that time .. BOY did we have so much fun!