By Junex Doronio
September 22, 2023
CEBU CITY — In line with the directives of Customs Commissioner Yogi Filemon Ruiz and the Port of Cebu’s targeted learning and development programs, a two-day Client Engagement and Management Seminar was conducted for its frontline officers.
BOC Port of Cebu District Collector Charlito Martin Mendoza said the two-day blended learning activity aimed to develop the skills of Customs officers in handling customers, empathic listening, problem-solving, and crisis management.
“As front liners, we are often faced with challenges in handling customers of different personalities. We have to serve and satisfy our clients, but at the same time remain firm in strictly implementing the customs laws,” BOC Port of Cebu Customer Care Center head, Atty. Erwin C. Andaya stressed.
He added: “The interest of the government and customer service must be well-balanced. Through this seminar, we want our personnel to be more equipped in dealing with our clients, especially under pressing situations.”
A total of 44 officers participated in the interactive sessions conducted by BOC – Port of Manila Customer Care Center Head Joel T. Espejo last September 12.
The seminar comprehensively discussed the importance of client engagement, competencies of public relations officers, temperament theories, approaches to managing difficult clients, and interpretation of client feedback data. (ai/mtvn)