Cebuana Lhuillier Wins International Customer Service Awards for Second Time
Cebuana Lhuillier, the Philippines' largest
microfinancial services provider, won once again the distinction of being the
'Best of the Best' at the recently concluded 2018 International Service
Excellence Awards (ISEA) by the Customer Service Institute of America (CSIA).
The award cemented the company’s legacy as a global leader in service
experience.
"To receive this award for the second time
validates the positive results of our tireless efforts to continuously improve
and provide only the best customer experience to every client we serve,"
said Cebuana Lhuillier President and CEO Jean Henri Lhuillier. The
well-respected Filipino businessman and philanthropist added, "On behalf
of the company, I would like to express my deepest gratitude to CSIA for recognizing
Cebuana Lhuillier once again as a pillar of excellence in quality customer
service. We will continue to find new and innovative ways to offer products and
services that are more accessible and relevant to our patrons and that adhere
to international customer service standards."
CSIA Managing Director Christine Churchill
noted that the winners of this year's ISEA are organizations and individuals
that are committed to service excellence by using a brilliant combination of
their people and cutting edge technology to enhance their client experiences.
"The 2018 awards race was absolutely
outstanding! The calibre of entries and variety of industries represented were
the most to date," added Churchill who is also the vice president of the
International Council of Customer Service Organizations (ICCSO). "It is
exciting to see the great strides these organizations and leaders are
taking."
ISEA adheres to the International Customer
Service Standard (ICSS), which provides a comprehensive and practical framework
to assist organizations in delivering consistently high levels of service. This
standard, based on the balanced scorecard methodology, reviews organizations to
determine if the customer is the focus of the business and how that is
supported through culture, processes, procedures, training, hiring practices,
and daily actions.
It was in 2016 when Cebuana Lhuillier bagged
its first "Best of the Best" award. In the same year, the company
also secured its re-certified ICSS Gold status and achieved an overall average
score of 8.70, the highest achieved by an organization, for the second year in
a row.
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