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Date: May 02, 2011 (Monday)

No. of hours earned:

Tasks: (1.) Filling up the application form in HR Department

(2.) Observing the CUSTOMER CARE employees in dealing with the clients thru telephone calls. (3.) (4.) Taking important notes Memorizing of Net Promoters Standard Script

Experiences, Insights and Reflections First day of my On the Job Training in Manulife and Im so excited because this is my first time in corporate world. Jennevie and I woke up and arrived early to earn good impression with our bosses. When Jennevie and I arrived in the office we greeted the front guard and the frontliners before we went to my assigned area. My Senior Manager Ms. Ophelia Estupigan introduced us to the Manulife employees in Customer Care Department. I felt so nervous that time because they look strict and serious. Ms. Ophelia Estupigan instructed us to observe the employees in dealing with the concerns, inquiries of the clients thru telephone calls and taking important notes that can be use in my daily tasks. The HR Assistant Manager Ms. Marivic Arteta advised us to go to HR Department to fill up and sign the application form. After that we went to Customer Care Department to continue my tasks to observe the employees and taking important notes. Before leaving the company Ms. Ophelia Estupigan gave the Net Promoters Standard Script to memorize for tomorrow activities. I learned that to become efficient and effective you have to be OBSERVANT with the work place set-up and be FAMILIARIZE and always TAKE SOME NOTES because it will help you to improve yourself.

Date: May 03, 2011 (Tuesday)

No. of hours earned:

Tasks: (1.) Observing the employees in dealing with the clients thru telephone calls (2.) Taking important notes

(3.) Training with Ms. Ophelia Estupigan (with Manulife Policy holders) (4.) Listening to past phone calls

Experiences, Insights and Reflections

This day was okay and challenging because my Senior Manager Ms. Ophelia Estupigan trained us on how to deal with different clients challenging because she gave us a 16 Manulife policy holders for our first trial the good news is not more than 1 hour I got 12 successful calls and the 4 are unsuccessful due to many paperworks need to accomplish. After the first trial Ms. Ophelia gave another list with 19 Manulife policyholders from different departments. As of three (3) pm I completed 16 policy holders and the three (3) remaining are suggesting for a call back because they are in rush. After the two (2) trials Ms. Ophelia and Ms. Mavic Day gave their comments came from the Manulife policy holders that we surveyed a while ago, according to Ms. Mavic Day I know how to communicate with the clients but there are things needs to improve and I can be develop as the day passes by. After the training Ms. Ophelia instructed us to continue the observation. 4:30 pm Ms. Mavic (Mngr. of Customer care Dept), Ms. Ophelia (Senior Mngr. of Branch Operations Dept.) and Ms. Moppet (Supervisor of Customer Care Dept.), Jennevie and I went to Listening Area of Customer Care Dept. to listen the previous calls. Im so disappointed after hearing those past encounters of the Customer Care Department because some of the clients they are not appreciated the sacrifices of the employees. After hearing the past phone calls Ms. Ophelia instructed us to leave the important works in our table, after that we can go home. I learned that COMMENTS from other people will help you to boost your confidence and it will help you to improve your skills, attitudes either the comments is good or bad.

Date: May 04, 2011 (Wednesday) earned:

No. of hours

Tasks: (1.) Observing the employees in dealing with the clients thru telephone calls (2.) Taking important notes

(3.) Listening to past phone calls (4.) Photocopying of NPS Standard Call script (5.) Do call back (for Manulife policy holders, (7 (unsuccessful calls))

Experiences, Insights and Reflections

Date: May 05, 2011 (Thursday)

No. of hours earned:

Tasks: (1.) Do call outs (Recorded) for customer loyalty survey using the Net Promoter Score Model, following a standard call script. (2.) Log the response of customer policyholders in a log sheet (with their scores, reasons, concerns, comments, and suggestions) (3.) Summarize log sheet for submission to supervisor or Senior Manager

Experiences, Insights and Reflections This is my first day of talking customer and I felt nervous because I dont have any idea with these clients or customers. When I got the lists of clients I got shocked because these clients are elite and well known to their career. When I started calling my clients its so easy to identify that Im nervous and Ill ease. But, I realized that doing this kind of job is not that easy because there are clients never entertain you, you cant do anything because in real life the clients are the real bosses and you need to follow the things they want. I learned that CONFIDENCE is one factor to become professional because in dealing with different clients is not easy; even you are talking these clients thru phone or personal. Always remember as an employee you will always carry the name of the company and your aim is to gain POSITIVE IMAGE and get a POSITIVE FEEDBACK.

Date: May 06, 2011 (Friday)

No. of hours earned:

Tasks: (1.) Do call outs (Recorded) for customer loyalty survey using the Net Promoter Score Model, following a standard call script. (2.) Log the response of customer policyholders in a log sheet (with their scores, reasons, concerns, comments, and suggestions) (3.) Summarize log sheet for submission to supervisor or Senior Manager

(4.) Do call back (for busy, out of country, out of town and scheduled clients for survey) (5.) Training in 16th floor with Ms. Grace T. Yuvienco

Experiences, Insights and Reflections Today is Friday, last day of the week, I thought it is a wonderful today but Im wrong because today is my nightmare. I started doing my call back and it is going smoothly but when I started talking to my 13th client and shes an agent and she scolded me for disturbing her and I forgot to introduce myself to her and I forgot to put the phone in hold mode. I talked to Ms. Moppet Trinidad (Supervisor of Customer Care Department) to be the mediator. She instructed me to call my Senior Manager Ms. Ophelia Estupigan. Exactly, 10:00 a.m, Ms. Ophelia informed us to go to 16th floor to meet Ms. Grace T. Yuvienco for training. Before we started the training Ms. Grace instructed us to introduce ourselves to her. The Training is all about Telephone Etiquette Training, how to communicate and speak over the phone. Making Positive Image over Telephone Communication is the theme of the training. She taught us that the TONE is the ULTIMATE factor; it dictates the level of mood of professionalism. She also gave us the Telephone Standard, the dos and donts in Professionalism. I learned that WORK PLACE SET-UP is one of the major things in the office and you need to be familiar with the set-up. Because of my experienced in Manulife taught me how important it is and MISTAKES helps us to be strong and professional, always remember that NERVOUS never help you in hardest situations.

Date: May 09, 2011 (Monday)

No. of hours earned:

Tasks: (1.) Do call outs (Recorded) for customer loyalty survey using the Net Promoter Score Model, following a standard call script. (2.) Log the response of customer policyholders in a log sheet (with their scores, reasons, concerns, comments, and suggestions)

(3.)

Summarize log sheet for submission to supervisor or Senior Manager

(4.) Do call back (for busy, out of country, out of town and scheduled clients for survey)

Experiences, Insights and Reflections After my bad experienced last Friday, I promise to myself to do my tasks perfectly. When I started calling my call back I felt so embarrassed with the clients because some of them are still busy and unavailable. To relieve myself, I observed the CUSTOMER CARE employees in dealing with the clients and I found out the proper hold procedures to avoid errors and to explain why hold is necessary. If the clients are in hurry or busy, you need to carry the word PATIENCE because the clients may be setting other dates for the survey. If it is happened dont forget to establish courtesy to the clients and always say thank you for your time or Im sorry for the inconvenience so that you can earn a positive image with the clients. I learned that PATIENCE is really a VIRTUE because in real life or in corporate world aside from the word CONFIDENCE, PATIENCE should be also carry of the employees because their opponent or foe here is the time of the clients some of them are busy, out of country, out of town or the client is asking for a call back.

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