Toll Operations Attend CXS: Customer eXperience Service through S.P.A.R.K.

by Eric Salinas

This November, NLEX and SCTEX tellers attended a customer service training entitled “CXS: Customer eXperience Service through S.P.A.R.K. (Self Mastery, Passion Activation, Attitude Recalibration, Relationship Building, Kindness and Empathy).”  This training aims to elevate motorists’ experience through excellent customer service.

The training session was facilitated by one of NLEX’s preferred facilitators and a dedicated educator — Mr. Al Ian Barcelona, Chief Awesome Officer of AIB Consulting. The teaching methods used were effective in achieving the course objectives and balancing different techniques to keep the attendees engaged.  Some of the topics emphasized in the training are the following:

  • Meaning of exceptional customer service
  • Different techniques in handling irate customers through the HEARD (Hear, Empathize, Apologize, Recognize, Diagnose) and HEAT (Hear, Empathize, accept to Understand, Take Charge) techniques
  • CARS (Convenience, Asset Quality, Reliability, Safety)
  • 4 R’s (Roles, Responsibilities, Relevance, Relationship)
  • Company’s Mission and Vision
  • Company’s CORE Values

The outcome of the training is satisfactory as the attendees now have a renewed positive outlook and have pressed their gratitude for what they’ve learned and their unwavering commitment to the organization.


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