In an era where a single tweet can make or break a brand, customer service isn’t just a business function, it’s survival.

Recognizing this, Araneta City recently armed its lessees with cutting-edge service strategies in a free exclusive seminar at Gateway Cineplex 18, Gateway Mall 2.

At the helm was Jesus Francisco Villamor, a customer service expert and trainer at the Department of Trade and Industry’s Philippine Trade Training Center-Global MSME Academy.

The message? Mediocre service is no longer an option.

Villamor laid out a stark reality: dissatisfied customers are twice as likely to air their grievances publicly, and many will repeatedly reach out for resolutions, amplifying their frustration.

The antidote? Proactive, personalized, and empowered service.

He stressed that businesses must ditch the reactive approach and anticipate customer needs.

Accessibility, operational efficiency, and employee productivity are the holy trinity of next-level service. Personalization is no longer a luxury — it’s a necessity.

A customer who feels understood becomes a loyal advocate.

To tackle complaints head-on, Villamor introduced the “H.E.A.R.D. Framework,” a structured technique that ensures grievances are handled with empathy and efficiency. The goal? Turn frustration into trust.

He also exposed the usual culprits of poor service — billing errors, unmet expectations, facility issues and lack of transparency — urging businesses to standardize their processes and communicate clearly.

Data-driven decisions, industry benchmarking and systematic service refinement are no longer just best practices; they are survival tactics.

Araneta City isn’t just training businesses — it’s challenging them to redefine customer experience in the digital age. Because in today’s world, customer service isn’t a department — it’s the brand itself.