Date: May 02, 2011 (Monday)

No. of hours earned: 8

TASKS: 1. 2. 3. 4. 5. 6. Filling up the application form for employment. Listening to the instruction given by our supervisor. Observing inside Customer Care Department. Listening on how to correctly answer incoming phone calls from clients. Listing points to remember about the things we observed. Memorizing the Net Promoter Score (NPS) model following a standard call script.

Experiences, insights, learnings, realizations, and values learned.

Our first day is more on observing, Ive learned that in order to have a successful call you must be respectful, say pardon if you dont hear the person on the other line, focus on the information given by the caller, proper use of opening and closing spiels, ask if there is anything else you can help for them or offer a help. Thank the customer for holding, explain why hold is necessary. Be professional especially when answering the call and last is to speak clearly when giving information.

Date: May 03, 2011 (Tuesday)

No. of hours earned: 8.73

TASKS: 1. Ms. Ophelia Estupigan (Senior Manager), our Supervisor, trained us to call lists of employees of MANULIFE. 2. After our training, we heard different kinds of feedback from the call we made. 3. We went to Customer Care Listening station to hear previous recorded conversations to the Policyholders for us to have an idea. 4. Continue observing in receiving phone calls. 5. Memorizing the NPS or Net Promoters Score- survey script.

Experiences, insights, learnings, realizations, and values learned.

On my second day, Ive learned on how to speak clearly over the phone and to estate the purpose of MANULIFE. This task helps me to develop my communication skills and most of all is to accept feedback especially a negative feedback. I also have an idea by listening on recent recorded conversation on how to handle clients who are moody or angry that can possibly reject our call and can possibly shout on us.

Date: May 04, 2011 (Wednesday)

No. of hours earned: 8.92

TASKS:

1. Calling lists of another MANULIFE employees for the continuation of our training. 2. Listening to the actual calls coming from policy holders and agents on how the regular employees answered it. 3. With my co-trainee, we trained ourselves in making a positive conversation on the phone. 4. Listing things on what we observed. 5. Photocopying the MANULIFEs Call Handling Criteria Guide. 6. Studying the Manual for Call Handling Criteria Guide. 7. Practicing the script of Net Promoters Score- survey call. 8. Suggesting for the revision of script.

Experiences, insights, learnings, realizations, and values learned. The MANULIFEs Call Handling Criteria Guide helps me to determine the mark up and down points in communicating over the phone. First, are the criteria for Communication and Listening. Reflecting to the customer if your understanding of the concern is accurate, acknowledging the customers feeling, thinking like the customer, using correct grammar and when the lines are bad, apologizing to the client, get the contact number and advise him/her that we will call him/her shortly, these are all active listening mark up points. On the other hand, interrupting the customer while relaying his concern, failure to understand the customers concern and arguing with the customer are all active listening mark down points. Second, are the criteria for Telephone Etiquette. Proactively builds rapport using statements or questions that will engage the caller, proper use of the other persons name, ask the caller before transferring/holding, apologizing for the inconvenience, proper use of opening and closing spiels, proper hold procedures and these are the following lines may use in explaining why the hold is necessary; May I put you on a hold while I check on that?, May I place you on a hold while I pull up your record?. Then thank the customer for holding. Thank you very much for staying on the line. These are all professionalism mark up points while the professionalism mark down points are failure to establish courtesy to the customers, improper use of mute and hold buttons, cold transfers and dead air (more than 5 seconds of no interaction with the customer). On the other hand, comfortable in dealing with angry customers and taking responsibility and action are the positive attitude mark up points while the positive mark up points are engaging with the customers anger and aggregating the negative situation.

Date: May 05, 2011 (Thursday)

No. of hours earned: 9.60

TASKS:

1. Starting to call MANULIFEs Policyholders using the NPS or Net Promoters Score- survey call script. 2. Recording concerns, suggestions, recommendations coming from the Policyholders. 3. Summarizing log sheet for submission to Ms.Ophelia Estupigan, our Supervisor.

Experiences, insights, learnings, realizations, and values learned

Ive got techniques from our supervisor Ms. Ophelia Estupigan, that the conversation must be not obviously scripted. It must be come from the heart. I must have the patience to explain especially if the person cant understand what the call is all about or how did she answered the survey question. I need to be multi-tasking in which I can do both things; talking over the phone and taking down information given by the Policyholders. When the call is already in dead-air, more than 5 seconds of no interaction, the appropriate line to use is this Im not getting any response from the other line and I have to put down the phone now, thank you.

Date: May 06, 2011 (Friday)

No. of hours earned: 5.73

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. At 11:00-1:00 pm, we had our training with Ms. Grace T. Yuvienco (Manager-Human Resources) about Making a Positive Impression, in Telephone Communication. 3. Reading a newspaper with the right pronunciation and tone as our training. 4. Listening to the said things said by Ms. Grace T. Yuvienco about MANULIFEs Telephone Standard. 5. Listening on our recorded conversation with the clients.

Experiences, insights, learnings, realizations, and values learned It was a very fruitful day because Ive learned a lot form our training with Ms. Grace T. Yuvienco, a Manager in Human Resources about Making a Positive Impression, in Telephone Communication. Ive learned that there are two types of communicating namely: face-to-face and non-appearance. The non-appearance is more difficult then face-to-face because face-to face can handle by our own physical appearance, we must be very conscious of our pronunciation including the tone of the voice. Non-appearance has feedback and feed forwarded and it can be on text, email or landline. These are some tips she said on us, that we must do not make a call when we are in bad mood, be very conscious. And have at least one dictionary. The tone of voice must be light and inviting. It should be smiling, energetic and we must be a professional caller. The facing must be slow or fast and no pos at opos. Ive also learned on how to read a newspaper with its right tone and pronunciation. We also studied the MANULIFEs Telephone Standard. We have to be familiar with MANULIFEs Telephone Features on how to transfer call, forward and pick. We must follow the prescribed telephone spiel and we must observe proper telephone courtesy when we are on the phone. Next, is the Basic Telephone Function, its features, function and how to activate and de-activate. Third, is the Professionalism in Telephone Approach, we must always smile, follow prescribed spiels, answer calls not more than three-rings (3-Ring Policy is a MANULIFE Standard of Employee Professionalism), speak clearly on the phone, avoid side conversations, chewing, drinking, irritated or threatening, do not hold too long, take note of important message- Name of the caller, contact number etc. and politely and pleasantly end conversation with Thank yous. And lastly is the Telephone Approach when receiving and calling.

Date: May 09, 2011 (Monday)

No. of hours earned: 9.31

TASKS:

1. Calling back all Policyholders who are busy yesterday and those who are wished to have a call back. 2. Recording information given by the Policyholders (concerns, recommendations, suggestions) 3. Recording concerns on a separate paper that need an urgent action. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor.

Experiences, insights, learnings, realizations, and values learned

As the day goes by, I also have knowledge about the Call Handling Material Guide on MANULIFEs Product. Relaying accurate information according to the product guidelines set by the company, relaying of product updates, reference materials should be in placed with arms reach at CCS work station are those Information Accuracy mark up points. On the other hand, Information Accuracy mark down points are failure to deliver accurate information versus the guideline according to company manual, failure to relay set turnaround time and committing to customers with anything not included to the contract center process. There are also marks up and down points in Data Accuracy. Marks up points are the following: efficient handling of data from the system, accurate logging update of policy remarks and in the data base call tracking system and gathering information from the client to resolve his concern while the mark down points are failure to pull out related information in the system and inefficient use of the system. But Id realized that it is so hard to handle concerns form clients if we are not authorized to give further information about MANULIFE.

Date: May 10, 2011 (Tuesday)

No. of hours earned: 9.55

TASKS:

1.

Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 4. Observing conversations with Policyholders.

Experiences, insights, learnings, realizations, and values learned In reading, observing conversations and asking questions to the employees regarding MANULIFE, it helps me to know and get information about Insurance Company. First, is in terms of Confidentiality, we must not provide policy specific information to a third party or an unverified caller. Second, is in terms of Delay, we must not allow 4 or more seconds to pass before opening the call, we must not fail to answer a call or initiate an interaction with the customer and we must not end the call with the intent of avoiding interacting with the customer. Third, is in terms of Focus, agent should not engage in activities which not related to the call including but not limited to working on personal email, using instant messengers, participating in side-talk, participating in side-chat or browsing non-business related websites and most of all agent should not have any non-work related web-pages, programs, emails or applications on their computer desktop during the call. Forth, is the Remarks, we must not intentionally interrupt customer for the purpose of ending the call sooner, we must not make a rude, sarcastic, offensive remarks, condescending or irritated tone directed to the customer, we must not use profanity or made sexual remark to the customer, we must not ask question about the customers morales lifestyle, race, gender. We must not threaten the customer or attempted to contract a customer after interaction, we must not use negative phrasing or made sarcastic comments about the company, product or the client while interacting with the customer. Fifth, is the Refusal, we must not intentionally ignore or refuse to provide the basic service that the customer requested. Sixth, is the Misinformation, we must not intentionally give incorrect information about the product or service. Lastly, is the Side Conversations, we must not have an unnecessary-inappropriate conversation while on a call and overhead by the customer, we must not communicate in a language not approved for the service provided and was overhead by the customer.

Date: May 11, 2011 (Wednesday)

No. of hours earned: 9.52

TASKS:

1. Continue doing call-outs from former lists given. 2. Calling new sat of client lists. 3. Transferring concerns of Policyholders to Ms. Dina Pe, a Branch Operations Assistant. 4. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 5. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 6. Targeting 20 successful survey calls.

Experiences, insights, learnings, realizations, and values learned

Date: May 12, 2011 (Thursday)

No. of hours earned: 9.10

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Dina Pe, a Branch Operations Assistant 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting at least 20 successful survey calls.

Experiences, insights, learnings, realizations, and values learned

Date: May 13, 2011 (Friday)

No. of hours earned: 9.25

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Dina Pe, a Branch Operations Assistant 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting at least 20 successful survey calls. 6. Signing the contract with MANULIFE.

Experiences, insights, learnings, realizations, and values learned

Date: May 16, 2011 (Monday)

No. of hours earned: 9.87

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Remie Silva, a Branch Operations Assistant. 4. Making a frequency and tally of call-outs from the start. 5. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 6. Targeting at least 20 successful survey calls.

Experiences, insights, learnings, realizations, and values learned

Date: May 17, 2011 (Tuesday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Remie Silva, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting at least 20 successful survey calls.

Experiences, insights, learnings, realizations, and values learned

Date: May 18, 2011 (Wednesday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting at least 35 successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 19, 2011 (Thursday)

No. of hours earned: 9.07

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 20, 2011 (Friday)

No. of hours earned: 9.08

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Making a frequency and tally of call-outs from May 17-20. 5. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 6. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 23, 2011 (Monday)

No. of hours earned: 9.32

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 24, 2011 (Tuesday)

No. of hours earned: 9.46

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 25, 2011 (Wednesday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: May 30, 2011 (Monday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide. 6. Making a frequency and tally of call-outs from May 23, 24 and 25.

Experiences, insights, learnings, realizations, and values learned

Date: May 31, 2011 (Tuesday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: June 01, 2011 (Wednesday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: June 02, 2011 (Thursday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide.

Experiences, insights, learnings, realizations, and values learned

Date: June 03, 2011 (Friday)

No. of hours earned:

TASKS:

1. Doing call-outs (recorded) for customer loyalty survey using the Net Promoters Score (NPS) model, following a standard call script. 2. Logging response of Policyholders in a log sheet (suggestions, concerns, recommendations). 3. Transferring concerns of Policyholders to Ms. Rowena Merciales, a Branch Operations Assistant. 4. Summarizing log sheet for submission to Ms. Ophelia Estupigan, our Supervisor. 5. Targeting a quota of 50 and above successful survey calls to accomplish over-all 20,000 successful calls nationwide. 6. Making a frequency and tally of call-outs from May 30-June 03. 7. Accomplishing Certificate of Completion. 8. Passing of DTR or Daily Time Record to HR for the completion of hours earned. 9. Picture taking with MANULIFE employees.

Experiences, insights, learnings, realizations, and values learned