Congratulations! Mystery Caller Program WINNERS

At the beginning of the year, we conducted the High Impact Call Handling for
frontliners. This is part of the 3-Phase, Customer Service Training Program and
was attended by more than 80 participants.

Last month, we “secretly” launched the 3rd Phase of the program. The
participants of the High Impact Call Handling were called by a team of “mystery
callers” to check how well they were applying skills learned during the
training on the job.

Nine (9) staff was found by the mystery callers to be using the following
Telephone Call Handling Standards consistently:

1. Answer the phone within three rings
2. Greeting with identification
3. Use of polite/courteous phrases
4. Offer to help/refer to caller by name
5. Friendly close
6. Transfer protocol

Congratulations to the winners of the Mystery Caller Program
3rd Phase-Customer Service Training Program:

Jessica T. Alvarez LS-Ateneo Language Center
Floser B. Jao LS-College Guidance Office
Julieta C. Bautista Office of Univ. Dev’t/Alumni Relations
Mercelita S. Itucas Office of Univ. Dev’t/Alumni Relations
Waldetrudes M. Cueto Rizal Library
Flordeliza A. Domingo Rizal Library
Gabriel L. Garbo Rizal Library
Annalyn P. Parayaoan Rizal Library
Florida S. Valdez Rizal Library

A celebration is set for the group as a reward for a job well done on November
16, lunch time.

WINNERS, please call Marrisse at local 4126 for attendance and details of the

TOP PERFORMER OF THE MONTH will be announced and AWARDED on the same day.

The training program, High Impact Call Handling is a half-day session offered
to frontline staff, particularly those who frequently receive telephone

At the end of the half-day training, the participants will be able to:

o Understand the importance of communication techniques in telephone
transactions; and
o Build a professional image over the phone

Maximum number of participants for each half-day session is 25.
Our resource speaker is from Philippine Long Distance Telephone Company.

How do I qualify for the Mystery Caller Program?

• Enlist in the HICH Training Program by e-mailing
• Attend the HICH Training Program
• Apply what you have learned from the training program