Whether a customer asks for directions or requests for any assistance, it’s usually the mall security guards and personnel who entertain them. They’re the most visible of all employees making them essential to the organization’s success.
In partnership with the Department of Tourism, SM Supermall’s Yes Tourism Committee conducted a Tourism Awareness Seminar among its front liners to highlight the importance of effective customer service in the tourism industry. Almost a hundred participants including security guards, service personnel, tenants, mall employees and affiliates underwent the training course held at the Event Center of SM City Baliwag. Frontliners were encouraged to make the customers’ malling experience extraordinary. They were also urged to be ‘experts’ or knowledgeable about the establishment, its directions and the organization in order to answer any customer inquiries.
Asia Pacific CHRIE (Council of Hotel Restaurant and Institution in Education) Federation’s Vice President Mrs. Evangeline Timbang was the guest lecturer for the seminar. Timbang talked about tourism as one of the biggest industries in the world and SM being one of its pillars in the promotion of arts, culture and products in the Philippines.
Other topics discussed were on tourism planning and promotion as well as interpersonal skills enhancement, good manners and proper grooming.