Training Highlights Customer Service

To provide learning opportunities to its employees for them to continuously give quality and excellent service to the community, the Ramon Aboitiz Foundation Inc.  Micro-finance (RAFI Micro-finance) held a two-day customer service training on April 12-13 at the Eduardo Aboitiz Development Studies Center (EADSC), Cebu City.

Identified RAFI Micro-finance branch managers from the different areas in Cebu, Bohol, and Leyte underwent a training, which was a combination of two important modules that measured personal readiness and level of confidence in cascading the training to other team members. Topics included serving complex and evolving customer needs; understanding customer needs, attitudes, and expectations; and developing competencies necessary in meeting identified customer needs and expectations.

The first day of the training tackled handling customer complaints, telephone etiquette, and customer delight. Discussions covered knowing the self and the organization and understanding the customers.

Participants were given pointers on the proper way of handling complaints, answering telephone calls, and enticing customers. They also presented role plays based on their actual experiences in customer relations, after which they were rated according to their response to those scenarios.

The second day of the training focused on being an effective trainer. The session provided inputs on characteristics of adult learning and proper learning methods for adult learners.

As training output, each participant came up with a 10-minute presentation of a training design on a topic of their choice. They were rated according to their delivery, mastery of the topic, and ability to handle questions from the audience.

Micro-finance is a program under the Micro-finance & Entrepreneurship focus area of RAFI, providing financial resources and know-how to women micro-entrepreneurs to nurture financial independence and entrepreneurship. Other focus areas of RAFI are Integrated Development, Culture & Heritage, Leadership & Citizenship, and Education.

For more information on RAFI Micro-finance, contact 418-7234 loc. 707 and look for Val Gatchalian or visit www.rafi.org.ph or www.facebook.com/rafi.org.ph, or follow @rafiorgph on Twitter.