by Jun Marfori
“Thank you for organizing yesterday’s Customer Service Excellence Workshop. It was an insightful and meaningful session, with practical learnings that we can apply in our daily interactions with our clients. We appreciate HR’s initiative in helping us to further improve.” (Claims Manager learner)
“The session was informative and useful, and it provided valuable ideas that can be applied in practice.“
“This workshop really gives me a very useful to provide an excellent and good service to client.”
On the basis of these key take-away insights, learning and post-workshop feedback, clearly the recently-concluded workshops for approximately 75 Sales and Claims Specialists, Supervisors, and Managers from Alliedbankers Insurance Corporation (ABIC) were successful and effective.
Organized by the HR leadership Ms. Maria Heidelyn Ortiaga, with executive sponsorship from the President Mr. Perfecto M. Domingo and SVP for Sales Mr. Enrico K. Marasigan, both sessions were kicked off by the President, prefacing the workshop with the need to elevate the customer experience of ABIC. Mr. Domingo explained that in a crowded non-insurance industry in the country, no one particular company has a unique product advantage or solution; instead, most often the ultimate deciding factor for which company to select, was the customer experience and satisfaction, throughout the interaction loop, from Sales to Claims.
Conducted for 2 separate batches on September 16, and September 18, 2026, at the PNB Financial Center in Pasay, the learners dove eagerly into the workshop on the get-go, as the facilitator provided a blend of fundamental principles of Customer Service Excellence, and immediately followed these up with a thorough discussion of their “day-in-the-life” scenarios.
Given a one-day workshop, the facilitator did not lean much on theory, and engaged the learners early on, “hitting the ground running”. POWERinU drew largely what the learners disclosed during the pre-workshop self-assessment of their strengths and areas for enhancement. The learners also validated their responses through mapping, plotting, and presenting their “Customer journey” graphically, and so brought in relevant feedback from their customers across the different channels where they interact with their individual and institutional stakeholders. The result was that the entire workshop was granular, concrete, real-life and real-time.
The workshop design permitted the Sales and Claims team members to intentionally reflect on, discuss, and agree, on the “As Is” scenarios that customers face, and actively sought to take active steps to level up their coordination and cross-functional teamwork, challenging “standards” of behaviors that might be contributing to the less than desired customer satisfaction.
The workshop output was designed so that the commitments to resolve, and conduct ongoing process and joint action reviews, by both Sales and Claims, will not end with the workshop. Instead that they shall endeavor to create recurring process and coordination review meetings, for better alignment, and resolution, to aim for customer service excellence.
We are thankful for the support of the ABIC Leadership, and the highly engaged and active learners throughout these workshops. Thank you for trusting in the ability of POWERinU to support your business goals.
