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Monday, May 01, 2006
Improving customer service raises advantage of Ayala mall - CHI exec
TO GAIN an edge over the competition, Ayala Center Cebu focused on improving services to customers, according to Cebu Holdings Inc. (CHI) president Rene Almendras.
This effort has resulted in costumer-centric innovations, which gives priority to customer service delivery at the mall.
“While we already have the basics of a great product, the next step was to differentiate it in the highly competitive market by understanding the customer and providing superior service to achieve customer delight. We make it a point to listen to our customers,” Almendras said during CHI stockholders’ meeting at the City Sports Club Cebu last Friday.
CHI is an affiliate of Ayala Land Inc.
Certifications
Ayala Center Cebu (ACC) is also the first mall in the Philippines to obtain certifications for ISO (International Organization for Standardization) 9001 for standard of quality, ISO 14001 for environmental management and OHSAS 18001 for standard on health and safety.
“These certifications, which were granted by Certification International Philippines, were undertaken with the aim of upholding the quality of products and services the company delivers, minimizing (the project’s) environmental footprint and providing a healthy and safe working environment for its employees,” Almendras said.
Some of the innovations ACC management undertook last year were the enhancement of the mall’s total customer satisfaction management system, such as text feedback system and various surveys.
The changes resulted in the “significant” improvement of the response time of handling customer concerns to 83 percent last year from 63 percent a year ago.
Cost-efficient
By studying the temperature and traffic cycles of the mall throughout certain times of the day, Almendras said ACC’s management group was able to devise a cost-efficient scheme to reduce power consumption of chillers by five percent last year resulting in additional savings of close to P3 million.
Another customer-oriented innovation, which is implemented across all Ayala malls in the country, is the electronic gift certificate in a card that can be used by shoppers for multiple purchases in all Ayala malls including Greenbelt, Glorietta, Alabang Town Center, Market! Market! and ACC. (JBN)
For Bisaya stories from Cebu. Click here. (May 1, 2006 issue)
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