FTC GOCC organizes ‘The Power of Smile Workshop’

To enhance customer service skills and create a positive work environment, FTC GOCC organized a comprehensive training workshop titled “The Power of Smile: An Extensive Customer Service Training Workshop.” The event was led by a renowned speaker from the World Federation of Tourist Guide Association International Trainer Department of Tourism- Philippine Trainer, Mr. James Joseph Galvez at the Events Hall, 6th Floor, Aeon Towers.

The training workshop aimed to equip FTC GOCC employees with the necessary skills and knowledge to provide exceptional customer service experiences. Recognizing the importance of fostering positive customer interactions, the corporation sought to optimize customer satisfaction levels and meet client needs and expectations.

Mr. Galvez passionately explained how a simple smile could create a positive atmosphere and instantly put customers at ease. He shared real-life examples and scientific research supporting that a genuine smile can enhance customer satisfaction, reduce stress, and build trust.

The workshop delved into the art of effective communication, including active listening, body language, and verbal cues. Participants learned how to engage customers with empathy, understanding their needs, and responding appropriately. Moreover, Mr. Galvez emphasized the role of positive language in resolving conflicts and turning negative situations into positive ones.

Lorraine Inopia, the Head of Human Resources at FTC GOCC, emphasized, “Investing in employee development is crucial for our organization. The Power of Smile workshop has equipped our employees with essential skills to deliver exceptional customer service. We believe that by valuing our custom- ers and prioritizing their needs, we can build stronger relationships and contribute to a more positive public perception of the FTC GOCC.”

The participants, composed of FTC GOCC employees from various departments, were enthusiastic about the workshop. They appreciated the opportunity to refine their customer service skills and gain valuable insights from Mr. Galvez’s expertise.

“It was an eye-opening experience,” expressed Mr. Aldrin Talledo, a participant from the Marketing Communications Department. “Mr. Galvez’s presentation was both educational and inspiring. I now realize the importance of a smile in creating a positive customer experience.”

The FTC GOCC has always placed a high value on its customers, and this training workshop signifies the organization’s dedication to continuous improvement. By investing in its employ- ees’ professional development, the FTC GOCC aims to strengthen its reputation as a customer-centric entity and reinforce its commitment to excellence.

As the workshop concluded, Mr. Galvez emphasized the significance of the participants’ commitment to applying the skills and knowledge gained throughout the training session. The event ended positively, with attendees leaving inspired and eager to implement their newfound expertise in their day-to-day interactions.

With the success of the training workshop on customer service, the FTC GOCC is considering incorporating similar programs to ensure a consistent focus on customer satisfaction and service excellence. By empowering its employees with effective customer service skills, the organization aims to establish long-lasting relationships with its clients and promote a positive image in the industry.