The Philippine Council for Agriculture, Aquatic and Natural Resources Research and Development of the Department of Science and Technology (DOST-PCAARRD) conducted its first face-to-face training on Customer Satisfaction Management on October 14, 2022, at the R.D. Guerrero III Room, DOST-PCAARRD Innovation and Technology Center (DPITC), Los Banos, Laguna.
A total of 42 PCAARRD permanent and Institutional Contract of Service (ICOS) staff successfully completed the requirements of the said capability building activity. Organized by the PCAARRD ISO Training Team, it enabled the participants to:
1) Understand the basic principles of customer satisfaction vis-à-vis the ISO 9001:2015 Standard;
2) Learn strategies and best practices of customer satisfaction in the public sector; and
3) Walk through PCAARRD’s Customer Satisfaction Management process and Customer Satisfaction Feedback Management System (CSF-MS).
Ms. Maria Avelet Albor-Bautista, PCAARRD’s Continual Improvement Program consultant and seminar resource person, emphasized that the customer is the most important person in one’s business.
Through lectures, group exercises, and role-play sessions, the participantswere oriented on the relevance of customer service, “moments of truth,” addressing customer needs, and service breakdown recovery. Ms. Bautista highlighted service recovery strategy that includes expressing respect, listening to understand, uncovering expectations, outlining solutions, taking actions and follow through, and double checking for satisfaction.
Ms. Azel Glory C. Banganan, Science Research Specialist II, also presented an overview of PCAARRD’s customer satisfaction management’s process and walked through the participants on the Council’s CSF-MS, an online system that aids real time monitoring of the Council’s CSF for its internal and external services rendered.
The participants expressed their appreciation of the informative and very useful training, citing the following as their training takeaways:
• Customer satisfaction is absolutely vital to any organization;
• Maintain a positive attitude is always important;
• Communication is the key to better customer service;
• To address the customer’s expectations, go the extra mile in providing customer service; and
• Learn to listen: The only rule for being a good speaker.
In closing, Dr. Lilian G. Bondoc, PCAARRD’s Quality Management Representative and Director of the Policy Coordination and Monitoring Division, thanked all the participants for their commitment and active participation throughout the training and encouraged everyone to continue providing an excellent service to satisfy PCAARRD’s customers.