Your practice track for Customer Service Representative
at Manila Electric Company (Meralco)

Philippine-specific tips for this role

• ▸ A common mistake is answering 'Yes, the customer is always right' without qualification, which sounds naive. Instead, acknowledge the customer's perspective but explain that fairness and policies guide you: 'I believe in understanding the customer's point of view, but I also balance it with our company's policies to ensure fair treatment for all customers.'
• ▸ Avoid over-apologizing in Taglish like 'Sorry po, sir, may mali po, pero aayusin po namin.' Instead, say: 'I understand your frustration. Let me review your account right away and make this right.'
• ▸ Don't say 'Wait lang po, marami po kasing tumatawag.' Instead, show empathy and control: 'Thank you for your patience. I know this is frustrating, and I'll help you as quickly as I can.'
• ▸ Avoid dismissive phrases like 'Sir, paki-kalma lang po.' Instead, validate feelings: 'I understand why you're upset, and I'm going to do everything I can to resolve this for you.'