Cebuana Lhuillier won the distinction of being the Best of the Best at the recently concluded 2018 International Service Excellence Awards by the Customer Service Institute of America. This is the second time the Philippines’ largest microfinancial services provider received the award, cementing 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,” Cebuana Lhuillier president and CEO Jean Henri Lhuillier stated. “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 the the 2018 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. He is also the International Council of Customer Service Organizations vice president.
“The 2018 awards race was absolutely outstanding!” Churchill said. “The calibre of entries and variety of industries represented were the most to date. It is exciting to see the great strides these organizations and leaders are taking.”
The ISEA adheres to the International Customer Service Standard, which provides a comprehensive and practical framework to assist organizations in delivering consistently high levels of service. Based on the balanced scorecard methodology, this standard 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.
In 2016, Cebuana Lhuillier won its first Best of the Best award from the ISEA. 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.
During the Cebuana Lhuillier’s Client Experience Awards, president and CEO Jean Henri Lhuillier celebrated with officers namely first vice president and pawnshop operations head Jose Miguel Jimenez, first vice president and information and communications technology head Ergilio Ong, first vice president and corporate planning head Marissa Ancog and regional managers Rolando Dario, Feliciano Vizcarra and Joel Da Costa.
Meanwhile, here is Alden Richards explaining how to check balance and transaction history through Cebuana Lhuillier’s microsavings: