Questions? Comments? Join us as we pay tribute to Human Nature's super Customer Service!

Questions? Comments? Join us as we pay tribute to Human Nature's super Customer Service!

What makes a topnotch Customer Service team? A positive attitude, patience, professionalism, and a superhuman knack for handling both praise and constructive criticism? All that and more! With phones ringing off the hook and inquiries flowing in from all ends of our social networks, you can only imagine the fast-paced life that our Customer Service team leads.

As Human Nature has grown as a family and company, we’ve received quite a number of inquiries from our dealers and customers over the past 4 years about our products and advocacies. Whether you’ve ever wondered about the best shampoo for you, had a great idea for a new lipstick shade, or simply wanted to share your experience with our latest product – our Customer Service team hears it all!

If there's anything that drives every Human Nature employee, it's definitely our Customer Service. Because we aim to provide the best Customer Service in the Philippines - if not the world - our passion to serve customers is not contained in a single department. Unlike most online shopping sites or even multinational companies, Customer Service, for us, is a culture - a lifestyle that every Human Nature employee is committed to, regardless of their department or job description.

Our commitment to excellence goes beyond having a strong and successful Customer Service team. As a social enterprise, we are committed to excellence in every act of service. We strive for excellence in serving our customers and dealers with quality products that they can patronize out of confidence rather than mere charity, and in serving our partner communities with sustainable livelihoods, just wages, and dignified living opportunities. We don't just want to make world-class Filipino products – we strive to build a Filipino enterprise culture that is world-class in every way.

At the forefront of our army of customer servants are four amazingly talented women who are purely dedicated to responding to all your inquiries and concerns at superhuman speed! Meet Tin Gonzalez, Romy Perreras, Maricel Flores, and Lovelle Acapulco!

CS Team
Clockwise from top-left: Maricel Flores, Tin Gonzalez, Romy Perreras, and Lovelle Acapulco

So what is it like to be as passionate about Customer Service as we are? Once the work-clock strikes nine, every member of our Customer Service team suddenly kicks into motion. “After turning my computer on, I always check and run through the Customer Service inbox,” Romy describes. “I get rid of the spam mails and forward order-related emails that are misrouted to our mailbox. It is especially important to do that to ensure that the customer’s order is processed before the cut-off time. After that, we start answering mails working our way from the bottom of the queue up! We multitask – juggling email, chat, and phone inquiries, doing office processes like branch returns, and handling product feedback.”

With hundreds of questions from customers rushing in every day, our fantastic foursome somehow manages to cover all our bases and stay on top of everything in true superhero fashion. “I see to it that I am online in our chat service so that when a customer pops us a question, I am ready to address and help out with their inquiries,” Maricel shares. “The same is true with our phone lines - I have to set up early so that when we start receiving calls by 9AM, our customers are attended to after a few rings. Once the emails are done, I process returned products and perform follow up with other departments.”

But even the strongest of heroes have their kryptonite days. For Tin, our Customer Service Supervisor, “[What’s] most challenging are those concerns that are time sensitive,” she explains. “It’s very challenging to meet our customers’ needs within a very limited time frame.” And yet together, they manage to hold their ground and get it done with incredible efficiency and dedication by choosing to focus on the good that underlies every phone call, email, Facebook message, and tweet.

“There are days I become overwhelmed with our work,” Lovelle admits. “I start to doubt if I was able to do the correct Customer Service protocol but despite these drawbacks, I keep reminding myself not to lose sanity and that these are all a part of honing my skills and improving my attitude towards work.”

But when the going gets tough, it all comes down to the purpose and meaning you find in something much bigger than yourself. “I’m not going to sugarcoat it by saying our work is easy,” Maricel admits. “Being in Customer Service is so stressful that sometimes I wish I had 4 to 6 pairs of hands! You have to switch support from the likes of chat and emails, to phone calls and follow-ups, to processing returns and handling irate customers. In spite of it all, the company's advocacy is what lingers in my mind. And I strongly believe that I have a purpose to fulfill in our Customer Service department.”

 

Saving the Earth, One Customer at a Time

At Human Nature, we strive to deliver the best service to all of our customers in every way we can – which is why our commitment to serve our customers, our country, and our partner communities extends beyond our Customer Service team. All of our departments contribute to the customer service culture: from our Sales team who serve our customers face-to-face, to our Branch Operations team who serve our beloved branches and dealers around the country, to our Marketing team who manage the influx of online inquiries, and even to our Warehouse team who ensure that your pretty parcels reach your doorstep without a scratch.

“Like other departments, we share Human Nature’s Pro-Philippines, Pro-Poor, Pro-Environment advocacy,” Tin explains. “[We] keep our customers happy and do our jobs well because we know that we are also contributors and responsible in fulfilling Human Nature’s advocacy.”

So what keeps our awesome team energized and motivated? “My love for Human Nature and its advocacy is one thing that keeps me going,” Tin continues. “I know that I can make a positive impact on the lives of many people (from Human Nature employees to our partner communities) if I do my job right.” Positive feedback is always a bonus too! “[The best part is] when we make someone exceptionally happy with the service!” Romy exclaims. “There was this one time when a customer emailed me, saying that I turned her into a super fan of Human Nature. It felt great!”

“To be honest, the best thing about being a Customer Service employee is the feeling you get whenever you make a customer happy,” Maricel shares. “Being in Customer Service proved to be very challenging work because the learning process has no boundaries, and every day, you learn something new. But the customers give you a high sense of appreciation and it boosts your morale as an employee knowing that the customers were satisfied with the service you provided – that you made something good and memorable, enough for them to remember your name and request for you to assist them the next time they call in.”

 

Bringing World-Class Service Home

In an era where online shopping sites could easily morph into a breeding ground for impersonal consumerism, Human Nature still believes in the immense value of world-class Customer Service in uplifting the Filipino standards of what it truly means to care about the people who we create our products with and for – the same people who are responsible for putting us on the map as a successful social enterprise and natural personal care beauty brand.

We want the absolute best product experience for all of our customers. In line with our commitment to deliver world-class service, you also get to enjoy the following perks:

  • If you place an online order before 2pm, you will receive it neatly packaged the following day!
  • If for any reason (any reason at all!) you're not satisfied with our product, simply return it to where you bought it from or get in touch with our Customer Service team within 30 days from the date of purchase. We have a MONEY BACK GUARANTEE and will be happy to offer you a refund or a replacement product – absolutely free!
  • We commit to giving you service with a smile!
  • We work to ensure that every single Human Nature customer leaves our store with an even bigger smile!

So if you have any questions, concerns, or if you just want to join us in praising our world-class Customer Service team, trust Romy on this: “We are so ready to be the best Customer Service team not just in the Philippines but in the whole world!”

“Not all teams have that kind of determination to serve customers with a wide range of services like the ones we offer,” Tin adds. “Some may get easily affected and lose their patience, but not us. We're born to do this!” :)

Our fantastic Customer Service is here to serve you Mondays to Fridays, 9am-5:30pm and on Saturdays, 9am-1pm, GMT+8
Email: customer.service@humanheartnature.com
Phone: (02) 224-2223