In an effort to continuously satisfy its customers and enhance the way it provides customer service, Sun Cellular’s top executives took the initiative to be front liners for a day at different flagship stores of The Sun Shop nationwide.

“As we aim to build lasting relationships with our customers, we have always been keen on taking opportunities like this to personally get to know them more, and understand further their most basic needs,” says Reuben Pangan, Vice President for Customer Service Operations of Sun Cellular and Smart Communications, who went all the way to The Sun Shop in Cebu for this program.

For one day, these top Sun officials went beyond the walls of their offices to immerse themselves into the diverse duties of a frontliner at The Sun Shop. These included having to attend to inquiries, process service modification requests, accept payments and postpaid application forms, and even resolve various customer concerns.

“It was very refreshing to be on the field, and be able to know first-hand how our customers would actually make use of our services and also the kind of satisfaction that they look for in their postpaid subscription,” shares Ricky Pena, Senior Vice President of Sun Cellular, who has visited a flagship store of The Sun Shop in San Juan City.

Meanwhile, Sun Cellular’s Head for its Retail Management and Corporate Sales division Faraday Go said that it was an opportune time to empathize in their actual store dynamics and understand more deeply the expectations of every visiting customer of The Sun Shop.

“We always strive to simplify our in-store processes to make our services fast and efficient. This immersion though was not just about seeing it from the perspective of our customers, but also a gauge on how our front liners could be at their best shape in being of service to our customers,” reveals Go.

Nonetheless, it was not all business. There were quite a few light-hearted moments as well.

“Some customers were made aware that we weren’t regular front liners, and so they were quite apprehensive on talking to us at first,” relates Ed Razon, Vice President for National Distributor Sales of Sun Cellular and Smart Communications. “But we’ve made it a point to extend our services and reach out to every inquiring customer, because at the end of the day, being a front liner is a shared position across all levels and among every employee of the company,” continues Razon.

In a recent industry survey on customer satisfaction, it has been reported that Sun Cellular has taken the lead in terms of complaint resolution for both postpaid and prepaid segments. This has measured Sun’s efficiency and effectiveness in terms of handling and resolving customer concerns.

According to Charles Lim, Chief Operating Officer of Sun Cellular, the network will strive to sustain this through continuous enhancements and modernization efforts in its customer care processes.

“At the end of the day, our goal is to satisfy our customers. And we have always been after that fulfillment of being able to provide our customers the value that they need, and the value that they look for in every Sun Cellular service that they choose to patronize,” concludes Lim.

Sun Cellular is a member of the Philippine Long Distance Telephone Company.