July 22, 2008

TO: Ms. Emelyn Lee-Trinidad

CC: Mr. Analtoly Carlos

From: Hollander P. Hora

NOTICE OF EXPLANATION

Last July 2, 2008 the Customer Service Audit was being conducted in P-btq.
Valencia where the present team of Valencia is composed of Charyl Alecida(CU), Sherel
Rama(CA-T) ,Clyden Paul Maraon(STKMN) and one is on day-off, in the person of
Mary Joy Q. Dupal-ag(CA-R).
With the rating that we have, it is very degrading since we are doing our best
since that time I am deployed in this area last April 14, 2008 and evident in that is that we
achieved our monthly quota until June. However, I wont deny that we have lapses in our
service like not informing to our customer the mode of payment regularly and by not
introducing ourselves, hence, we always greet customer the best way we could and even
extend extra effort service to our customers. Example of it is that I even offer my
personal mobile phone to customer if they want to buy something to their family
members but they forget the size of their love ones. (Ma’am Jovie saw me doing these to
the old woman that I assisted since we know that these group of people is not coming
from the same city. Mostly came from neighboring municipalities and remote area where
they need to travel and ride the local transportation of their place which is a motorcycle
carrying six people which we called HABAL-HABAL ). But the rating that is given to us
is valuable lesson that we will elevate more on our service in order to have a better grade
in the future, it is also an eye opening on our part that we should innovate more but I
could not say that we are not performing well in our service to our valued customer here
in Valencia. The personnel who got the lowest evaluation is with us for 13 years and
from the time I am with these team I can see from them the passion of doing service to
our customer. When the audit team started the audit, Ms. Alecida is about to offer another
scent (SPF-Maui) to the potential buyer coz the customer and her companion at that time
is holding a street scents variant “vapor” and customer decided to buy the street scents.
As the customer about to pay the merchandise at the cash wrapped area one of the audit
team approached her and the customer give a rating to Ms. Alecida.
Once again, this rating is a valuable lesson to me and to my team that we will
enhance more our service and up left always the standard of the company.
We are very sorry for a very poor rating but it doesn’t mean that we are not doing
good quality customer service here in Bukidnon area both Malaybalay and Valencia
Team.

Respectfully yours,

Mr. Hollander P. Hora – SSM Trainee

R3-D14 Bukidnon Area