Customer Service 2.0
Service Excellence during the Pandemic

Customer Service 2.0: Service Excellence during the Pandemic

Program Objective:

The program will help businesses transition their current skills into the present environment and educate businesses on how to reset pre-pandemic service strategies into techniques that reflect the realities of the present situation.


  • Managing Change (BASE)

o Be aware, beware!
o Accept the change quickly
o Sharpen the saw; learn new skills
o Enjoy!

  • The Demands of the Client/Customer

o Fast
o Error-free
o Convenient
o Personalized
o Safe
o Customer demands vs. Social Distancing Guidelines

  • 5 C’s of Excellent Service

o Concern
o Competence
o Candor
o Commitment
o Continuous Conformance to Current Situation
o Practicing 5C’s during the Pandemic

  • Negative Filters (Non-Judgmental Service)
  • The Service Quality Pyramid

o Smile
o Ensure open communication

• Listening Skills
• Speaking Skills
• Body language

o Refer to customer using his name
o Visual appeal must be maintained
o Indicate readiness to help
o Customer focus
o Establish rapport and be polite

  • Steps of Service: WISE

o Warming up
o Investigating
o Solving and Satisfying

• Tips on Handling Challenging Situations
• Power of Because
• Major Don’ts of Customer Service
• Positive Language

o Ending
o Converting face-to-face behaviors to the virtual environment


Carlos Tan Garces


Mr. Carlos Tan Garces has handled the training requirements of top organizations in Asia, the United States and the Middle East.
As a Workplace Learning & Performance Professional, he has almost 20 years of experience in designing, customizing and delivering classroom and eLearning programs.
Mr. Garces has trained over 160 corporate clients on sales & service including: Chowking Corporation, Classic Savory Restaurants, DHL Express, Honda Cars Philippines, Enchanted Kingdom, Gerry’s Grill, Golden Arches Development Corp., Monterey Foods Corporation, SM, and Store Specialists, Inc. (Rustan’s)
Prior to co-founding AESOD Training in Manila in 1998, Mr. Garces was Vice-President and Country Sales Director of Citibank, N.A.
He is also the part-owner and trainer of Antipodean Coffee & Culture, one of the most-highly ranked restaurants in Makati
Mr. Garces graduated from UP Diliman and was a member of the Philippine Madrigal Singers.
JOey PAcheco


Mr. Joey Pacheco is an International trainer-facilitator and a Workplace Learning and Performance Professional.
He was formerly with Philippine Airlines (PAL) as Crew, Line Administrator, and Senior Trainer. In addition, he was the former training manager of Citibank and Nextel.
Mr. Pacheco is the ex-chair of the Service Excellence Program of Ateneo Center for Continuing Education (CCE).
Furthermore, he facilitated numerous training programs for the top organizations in the Philippines.

Learner Feedback

Amazing webinar mornings with you, Learned a lot and i now have this new found excitement to get back on track with my business!! ❣ ❣ ❣ Grissel Gomez

The topics were relevant, the discussions were focused and really pushed you to apply what you’ve learned. Plus, the facilitator helped create a terrific environment for learning. Cara Alegre

It was a fun and fruitful learning experience. There was never a dull moment. Nobody complained even if we went overtime. Highly recommended. Summer Reyes-Carullo

Wow…. I got a sale right away after applying what I learned! % we will finalize on Monday. Thank you for your guidance! The webinar workshop was so helpful and timely! Karen Guevarra


PFA Member

Php 750
/ 1 Person

* PFA Member Rate is also applicable to its Employees and Franchisees.

Non-PFA Member

Php 1,000
/ 1 Person

Group rates:

3-5 Participants
(10% Discount)

6 and more Participants
(20% Discount)

* For group rates, kindly email the PFA Secretariat at Kindly use the subject “Customer Service 2.0 Group Registration”.
* Payment should be made 3-5 days before the event proper. PFA Secretariat will send the unique Zoom link once payment has been verified.

Registration of Delegate Details