DMCI Homes wins Quill Award for customer service campaign

MANILA, Philippines - Triple-A homebuilder DMCI Homes recently won a Philippine Quill Award (PQA) for its successful customer service campaign that recognizes employees cited by colleagues, customers and residents for exemplary service.

DMCI Homes marketing manager Jan Venturanza, together with senior creative Christine Novera and senior multimedia specialist Fritz Geremia, received the Quill Award of Excellence in the Communication Management category for the company’s  “Ikaw Na” customer service campaign during the “11th PQA awarding ceremony held at the Crowne Plaza Galleria Manila last Nov. 7. It was the first PQA honor received by DMCI Homes in only its first participation in the prestigious annual competition for best business communication practices conducted by the International Association of Business Communicators.

“We are honored to be in the company of respected institutions in the country that also won awards for their outstanding communication programs,” says Venturanza. He adds that the award is a testament of DMCI Homes’ commitment to customer delight through responsiveness and openness to customer concerns.

“Our management feels that customer service is paramount to the company’s success and survival,” says Venturanza. “To foster a culture of customer service, we have to start from within, with our own employees. We need to constantly remind them to be customer-centric and strive for customer delight, more than just satisfaction.”

DMCI Homes has been implementing internal customer service programs in the past, but the company decided to further boost the effort by launching the “Ikaw Na” campaign to reinforce in everyone’s mind that customer service is very important.

The campaign started four months ago with one department of DMCI Homes in charge of related activities every month. Under the campaign, an employee who showed exemplary service to clients and homeowners of DMCI Homes-built residential communities is given an award. The awardee is chosen through votes by colleagues, customers or residents. Among the early awardees of the campaign were a Project Management Office (PMO) staff and a security guard, who were voted by residents themselves. Every residential community of DMCI Homes has a PMO that takes care of maintenance and provides related services to homeowners.

The customer service campaign will continue to be hosted and conducted by DMCI Homes departments using different themes and schemes.