by Jun Marfori
“Be positive, empathetic, and provide good customer experience.”
“Be proactive in providing resolution or information. Always think of how the claimants are feeling. Be intentional in helping every caller.”
These reflections from Customer Care representatives of Principal Global Services Philippines (Principal Financial Group) capture the key realization from the Customer Centricity workshop facilitated by POWERinU on May 25, 2026. Participants left with a deeper appreciation of how empathy, active listening, and responsiveness shape a positive customer experience.
The workshop combined practical learning, skills practice, and role-playing exercises based on real customer scenarios, allowing participants to strengthen the skills they use daily in serving customers.
More importantly, the experience reinforced a powerful insight: customer service excellence is not just about resolving concerns — it is about understanding people, listening with empathy, and going the extra mile to create meaningful interactions. By doing so, representatives can build trust, provide reassurance, and deliver experiences that are valuable for both customers and the organization.
Thank you to all the participants for their enthusiasm, engagement, and commitment to continuous improvement, and to PGS for the trust and partnership.