Importance of Service Excellence In Business

by MEGS S. LUNN

Center for Industrial Competitiveness, an agency of the Department of Trade and Industry (DTI) hosted a Multisectoral Training on Pro-Active Programs for Competitiveness held May 16 at Hernani’s Mix and Match, L. Barrios St., Kalibo, Aklan.

Noel Millares, Trade and Industry Development Analyst, DTI-CIC started the seminar with an Orientation on the Proactive Programs and Competitiveness.

DTI-Aklan Provincial Director Engr. Diosdado P. Cadena, Jr. said, "excellent service is profitable; therefore, we have to strive for the service industry to become competitive as the industry is growing." In his welcome remarks, Cadena emphasized to the delegates that "service excellence is not just about skills, it’s a matter of attitude." In today’s not-so-optimistic news on television and radio, he advised and encouraged the tri-media and the delegates present.

Edna Ella Lachica, Acting Chief of DTI-CIC presented the Service Excellence Module. She made sure the similar tag-line of "MAMAMAYAN MUNA, DI MAMAYA NA" is given emphasis during the training. The event is part of DTI’s Total Quality Management program to help business owners in their alignment of customer service approach in any service industry.

Lachica emphasized the CUSTOMER FOCUS attitude. Understanding ourselves and the customers are of utmost importance. For whatever a customer wants today may not be what his wants tomorrow.

Also, there is a need to level up our service standard for customer satisfaction. The importance of service excellence is how business displays its attitude towards the customers who influenced business behavior. Essentially, the level of satisfaction is always dependent on how grateful business is. Moreover, skills on handling customers must also be given importance.

Alice Fernandez, Senior Trade & Industry Development Specialist (STIDS), DTI-CIC presented EFFECTIVE COMMUNICATION MODULE. The science and practice of transmitting information depend on not the way one says it but how he says it.

Conditions Which Hinder Effective Communication were presented. She emphasized positive attitude and behavior that are ideal in doing business. Some tips on Critical Steps for Effective Written Communication, specifically on polishing our writing style and choosing the right words in our communication that are essentials to our everyday business dealings and the 7 C’s of Communication as part of the modules were also discussed. /MP