A Heartfelt Promise of Service and Malasakit of our Ka-Globe

In a world where technology connects us all, true service goes beyond mere transactions — it’s about touching lives, easing burdens, and creating trust during moments when people need it most.

At Globe, the pursuit of delivering exceptional service is embedded in every interaction. One story stands out—an inspiring testament to the organization’s unwavering dedication—the exceptional customer service provided to the Dungo Family, a loyal Globe customer.

Chris, Rose, and Lucille together with their teammates from the Executive Escalation Team

A Sensitive Resolution with a Personal Touch: Lucille Alo

In early 2025, a family’s urgent need highlighted how a Ka-Globe’s malasakit and dedication can turn a potentially complicated situation into a testament to genuine care.

Ms. Niah Dungo, a Globe customer, reached out with a burden on her heart. Her sister, a nurse from the U.S., was visiting the Philippines briefly, and relied heavily on her Globe SIM for banking and communication. She urgently needed to reactivate her Globe mobile network connectivity. With just days remaining in her visit, the clock was ticking—time was against them.

Lucille focused on her work, assisting one customer at a time, like she always does.

Lucille Alo, an Executive Escalation Officer, took it upon herself to seek all possible options to help her. Despite other concerns requiring her attention, Lucille demonstrated unwavering responsibility and professionalism. She coordinated tirelessly, ensuring all required approvals were secured, and worked beyond standard hours to deliver results swiftly.

It’s never just about fixing the issue, it’s about showing empathy, building trust, and being present when it matters most. Moments like this fuel my passion for service and remind me that even small efforts, when done with sincerity, can leave a lasting impression on the people we help.

Globe customer Ms. Niah Dungo's personal message of appreciation to Lucille

Her dedication paid off. The reactivation was completed within days, and the network was reactivated promptly, allowing Niah’s sister to stay connected during her precious family visit. Niah expressed her heartfelt gratitude in a message that truly touched our hearts:

Niah expressed her heartfelt gratitude in a message, emphasizing how the support had profoundly impacted her family during a meaningful reunion:

“This whole concerted effort from you ladies from Globe means the world to my family. My sister is the only family member abroad. She came home for a week, and thanks to your help, her stay was not overshadowed by technical issues. Your support means everything. Thank you so much.”

Lucille’s empathy and commitment exemplify Ka-Globe’s spirit of service. As she reflected, “Even while on leave, I made it a point to stay connected and ensure the customer’s needs were met. Serving with integrity and compassion is what I believe in.”

Globe customer Ms. Niah Dungo also sent a message to Ka-Globe Executive Assistants Ivy Acosta and Myrna Martinez for their help

The customer also expressed her thanks to the kindness of our Ka-Globe in the Executive Offices Ivy Acosta and Myrna Martinez, who have consistently assisted her through various concerns recently.

Swift and Seamless Support at SM North EDSA Globe Store

The amazing SM North EDSA Globe Store team - always ready to be of service

Another shining example emerged from the Globe store team at SM North EDSA, which was recognized for swiftly assisting a customer, Dr. Edwin Paul Tamayo Dungo, with a complex ownership transfer and plan downgrade case.

On June 10, 2025, Executive Escalation Officer Rose Callos promptly received the endorsement and responded with agility as she coordinated with the Globe SM North EDSA team.

From acknowledgment to verification and document processing—within just 20 minutes—their support was seamless. Admin Michael Manalo personally called the customer to verify details, exemplifying proactive support.

Our team in SM North EDSA Globe Store all hard at work to assist customers with their transactions.

“As someone living in Las Piñas, where a one- way trip to SM North EDSA would take at least 2.5 hours, this brought me tremendous relief. It was clear to me that the nature of my requests are mostly done in SM North EDSA: I would like to extend an oceanful of thanks to the whole Globe team there.”

Dr. Dungo’s experience highlights the store team’s qualities:

"Despite the remote coordination, the entire process was done in less than a day. The staff’s responsiveness and support truly made a difference."

The customer’s positive feedback further underscores the team’s commitment, he added, "Michael’s call-out and confirmation made everything effortless. The support was exceptional."

Our Globe SM North EDSA Store Team addressing the concerns of our Globe customers with care

Going Beyond in Critical Times

The most compelling display of Ka-Globe’s dedication occurred during a crisis involving suspected identity theft and OTP issues.

On April 22, 2025, Chris Castillo, an executive escalation officer, demonstrated extraordinary empathy and responsiveness. He played a key role in supporting Dr. Edwin Paul Dungo’s family during a potentially distressing situation involving suspected identity theft. After learning that Ms. Niah Dungo (Dr. Dungo’s daughter) believed she had been targeted, Chris promptly facilitated the change of the mobile number linked to Dr. Dungo’s account. This immediate action helped mitigate further risks of unauthorized access or fraudulent use of their Globe account.

Here's Chris on his workstation, focused with his work and deliverables to ensure he always provides superior customer experience.

Chris’s support went beyond expectations, as he responded during his days off to guide Ms. Niah through troubleshooting OTP issues, documentation, and ownership transfer—reassuring her during what she described as a “stressful” and “critical” time.  

Reflecting his dedication, Chris shared:

Helping during a critical and stressful time is part of creating a Globe of Good. I believe in serving with integrity and empathy, ensuring our customers feel safe and supported. I simply did what I thought was necessary to support them during a critical and stressful time.

Chris with his teammates, present at the 2024 G-Day

Ms. Niah later expressed her gratitude, noting Chris’ “reassuring and compassionate” guidance that eased her family’s worries during a difficult situation. His actions reflected Globe’s core values of service, accountability, and compassion.

Our Commitment to Creating the Globe of Good

Customers’ words underscore the positive impact of the team’s efforts. The Dungo family's heartfelt commendation lauded the professionalism and genuine care they received, particularly from Lucille,  Ivy, Myrna, Rose, Chris, and the whole store team at Globe SM North EDSA. Her appreciation highlighted how the team’s responsiveness transformed stressful moments into experiences of trust and reassurance.

“I’d like to note that I am not a Globe Platinum account holder, nor have I ever requested special treatment. And yet, the level of service I received reflects Globe’s sincere commitment to every customer—regardless of plan or status,” quoted from Globe customer Ms. Niah Dungo

Through stories of responsiveness during emergencies, seamless support for routine requests, and genuine compassion in times of crisis, every Ka-Globe exemplifies what it truly means to serve with heart.

All smiles for a group photo!

Every interaction reflects the organization’s dedication to building trust, ensuring customer satisfaction, making a positive impact, and creating everyday possibilities as we go forward together.

Because at the heart of Globe are people who care. People who listen, act, and touch lives—one moment, one family, one story at a time.

As you reflect on these heartfelt stories of service, how have you experienced genuine care in unexpected moments? Share your own story in the comments!

For more inspiring stories and insights into our culture of malasakit and dedication, follow the Globe LinkedIn page.