The Department of Trade and Industry (DTI) Bohol through its Consumer Protection Division (CPD) conducted a Seminar on Effective Frontline Services and Customer Complaints Handling on June 30, 2022 at JJ’s Seafood Village in Tagbilaran City.
The seminar participants were representatives from different categories of business
establishments namely: appliance centers, service and repair shops, hardware stores, supermarkets, and department stores.
The participating establishments were also recipients of DTI’s Bagwis Award for the year
2018, 2019 and 2020.
The Bagwis Award is a program that gives due recognition to establishments that uphold
the rights of consumers while practicing responsible business where consumers get the best value for money.
In her opening message, DTI Bohol Provincial Director Maria Soledad Balistoy encouraged
the participants to continue aiming for the highest level of Bagwis certification, not only for the purpose of leveling up but also developing good business practice and strengthening customer relationships in the process.
“If you are currently a Silver level Bagwis awardee, aspire to be a Gold in the succeeding assessment.
There’s no other way to go but up. It’s either you work on sustaining your current level or aim for the next one, as we can never lower our standards in terms of providing quality products and the best service to our customers”, the DTI Bohol Director said.
Balistoy also reminded the participants that DTI will continue to monitor business establishments especially the Bagwis awardees to ensure that they are able to uphold the standards of the program.
Moreover, Jose D. Hibaya, Chief of DTI Bohol Consumer Protection Division (CPD), gave the
rationale of the activity and was followed by a lecture on Effective Frontline Services: Service Excellence Beyond the Usual by Dr. Dioscoro O. Ayag, Jr., Assistant Vice President-Administration of BIT International College.
In his presentation, Ayag highlighted the importance of continually improving the business’
products and services in order to meet the needs and expectations of customers. He also gave some tips on how to deal with different types or personalities of customers which is a very important skill that a business should learn in order to achieve its goal to sell and satisfy its customers.
The activity also featured a presentation on Consumer Complaints Handling by Hibaya.
In his presentation, Hibaya discussed the significance of consumer complaints and how to properly handle them in a positive and constructive manner, as this can also serve as valuable inputs for the business. He also stressed the importance of having firm complaints handling policy for every business.
An open forum was conducted after each presentation to allow the participants to ask questions and share their personal experiences in relation to the topics discussed.
