Brows raising, gaping and wondering……the reaction I had as I go over the first email advisory received about PEPTIC. What is this all about? Peptic from the Latin word Pepticus which means digested? It sparked-off a good laugh as my brain processed it as something associated with digestion, peptic ulcer. Nah, its not just it.
Ergo, realization struck, Professionalism, Excellence, Passion, Teamwork, Integrity, Customer Service are not something new! A daily chore of complying being PEPTIC . An embodiment of a bonafide eBiz employee. A praxis to live by, which helped us gradually attain aimed goals. Inadvertently, day to day activities were geared towards an objective which, if dissected and being taken into consideration exhibit professionalism, excellence, passion, teamwork, integrity and customer service.
Reporting for work not beyond your time, composed, fully groomed and in suitable clothes qualifies professionalism. Orientations, seminars and training programs validate excellence. Cheerfulness and excitements as we look forward to a new day displays passion. Attentiveness and participation in any task or responsibility is already Teamwork. Integrity on the other hand entails understanding and practicing what is right and defying what is wrong. Lastly, Customer Service is providing customer response as required by procedures and standards. A shallow and abstract definitions.
But being an eBiz employee, a responsible corporate citizen, definitions and understandings are more profound and even personal outwitting its shallowness.
I, for one, construed professionalism as not just taking the responsibility of handled position but also embracing the obligations attached to it. Obligation to adhere to company guidelines and to comply with administrative and operating policies. Obligation to respect peers, co-workers of different levels in each different departments and clients from all walks of life. And an obligation to carry out oneself with dignity and pride of being a part of eBiz family since I am representing the entity.
Excellence. It is not just attained thru counting attendance in any orientations, seminars and training programs but on absorbing what has been imparted or relayed to and putting same in application with clear comprehension. It’s not about what others have told you or what others have been doing but performing with utmost care and diligence delivery of services offered in accordance with or within the set standards. Comes with it, is sharing knowledge inputs to your colleagues, ensure understanding and checking on its right applications. That’s how I usually do it.
Excitements and eagerness to report for work are just a simple definitions of Passion, passion for work. But for me, passion is accepting not only the job but also its nature. A commitment not restricted to ones job description but embracing responsibilities attached to it. To be always looking forward in helping and participating, in any way, for the achievement of the company’s goals. Focusing more on your contribution and output rather than on counting number of hours rendered. Because for me, the company’s success is my success.
No man is an island. Two heads are better than one. These sayings best fit what Teamwork is. An assemblage with the objective of accomplishing something for a common cause at a very reasonable time. A willful sharing of one’s ideas for the greater benefit and for meeting better solution but not for self fulfillment and recognition. We should focus on the effect rather than on the cause. That’s what teamwork means for me.
Integrity is earlier defined as something to do with understanding and practicing what is right and defying what is wrong. But this somehow is very vague. Integrity is a vital factor in gaining one’s trust. This has something to do with our conviction and beliefs. This is not compromising guidelines just to attain respective volume requirements but also taking into account operational policies. Thus, we live by with what has been written and said and not by affiliations and familiarity.
Lastly, Customer Service should not limit us of providing customer response as required by procedures and standards but going beyond what is necessary. Good mornings, Hi’s, and hello’s should not suffice. A mechanical response we usually get as we get inside a service providing establishments. Noticeably dry , cold and very automatic. But with eBiz, there’s always warmth and well meant smiles. A holding connection between clients and personnel. Everyone has been regarded as one, of the same class, without discrimination, a special client.
Totallity of being an eBiz PEPTIC is what this recollection depicted. The story behind a wonderful Thank You card and a pen holder with printed quotes: “God Bless You. I always thank God as I remember you in my prayers".
A chinese-american fiancé of Dimple (also once a walk in) turned out to become a complacent client. He's here to facilitate their wedding and with their frequent visits, we introduced BDO Cash card enumerating and stressing how convenient it is. They bought a generic card and made the initial loading. The following day, they tried to withdraw but the machine didn’t dispense withdrawn amount. Ola! the account been debited without dispensing cash. They came to report the incident and we helped them get thru customer service but weren’t given the assurance when it will be credited again.
Dimple was so worried since they were supposed to go malling, eat dinner and both were dressed up for the fun. I was sooooo embarrassed that the convenience we strongly promote turned out to be a huge inconvenience to them. So, discreetly, I handed Dimple an envelope with a little money in it so they have something to spend. They returned my money on the next money transfer they claimed and insisted to pay double but told them that I’d appreciate it much if they'll just return what i've lent since it was not meant to be for an interest but merely an assistance. We've exchanged thank you's and off they go. Next day, they came back with the Thank you card and the gift. It was elating!
Now I realized, we are already PEPTIC. We’re just taking it for granted. So start now, we still have a long way to go. Digest PEPTIC!
