Solid partners behind Ayala Malls' customer service

MANILA, Philippines - Providing utmost convenience and satisfaction to its customer is Ayala Malls’ topmost priority. And its U-First campaign – virtually pampering mall goers across all market segments – is just the latest proof of its commitment to maintaining the highest quality of its service.

Behind the success of Ayala Malls’ newest service breakthrough are various companies and institutions, all similarly dedicated to uplifting the service credo to higher standards.

“Ayala Malls values its partnerships with strong institutions which share the same values and commitment to the community,” says Marivic Añonuevo, senior vice president and group head of Ayala Malls.

On the frontline of these tie-ups is the Department of Tourism (DOT), headed by Secretary Ace Durano.

“We entered into a partnership with the DOT because we share the same vision as Secretary Durano, which is to promote the Philippines as a preferred shopping destination,” says Rowena Tomeldan, vice president and COO of Ayala Malls.

She says upon entering the malls, visitors are immediately treated to Ayala Malls’ brand of customer service: personalized assistance through the concierge, complimentary A-Cards, and access to customer lounges.

“We’re offering the A-card for them to experience shopping in Ayala Malls. We’re giving them store discounts and perks that include five days free use of mall amenities,” adds Ayala Malls customer service officer Thez Garcia.

Another valued partner is Catholic Deaf Care, run by the Catholic Bishops Conference of the Philippines (CBCP), intended to look into the needs of persons with hearing disabilities in the country, working primarily through the dioceses and parishes.

“We’re the first to offer sign language assistance. We have specially-trained personnel to look after their needs,” Garcia says, noting that the Church-managed institution has a strict set of exams and interviews to completely hone and test those undergoing training to effectively communicate with those with hearing and speech disabilities.

“We put up this service to make their malling experience easier and more enjoyable,” Tomeldan adds. “We found the need, saw the need, and filled this need.”

Ayala Malls is also providing its tech savvy shoppers with easier network access and connectivity through its partnership with Globe Telecom (through its fastest broadband modem, Globe Broadband Tattoo), Taiwanese computer maker Asus, local Apple distributor, Switch and appliance emporium, Automatic Center.

Under the Networker’s Program, these companies provide Ayala Malls with the equipment, tools and other facilities in the e-lounges, business lounges and WiFi stations. – Conrado M. Diaz Jr.