Training Course on Customer Service Program of Sales Assistants in Duty Free Philippines Fiestamall of the Department of Tourism

Abstract

The main objective of the study was to evaluate the effectiveness of the training course on customer service program given to sales assistants at Duty Free Philippines Fiestamall. The respondents assessed the training course on customer service program of sales assistants in Duty Free Philippines Fiestamall of the Department of Tourism ‘effective’ in terms of training course content, training course materials, training course facilities/ equipment, relevance of the training program, impact of the training program to the trainees and instructor/ facilitator of the training program. It is recommended that the company develops an effective and coordinated employment agency framework that will consider hiring more female and younger ones. It should provide adequate training programs and should encourage everyone to participate in these trainings. Without management support, the staff will not be motivated to upgrade their skills. This includes providing time and resources such as meal and travel allowances to participate in training. It involves conducting regular follow-up after training. The HR Division must engage employees even before training is conducted by soliciting feedback, suggestions and ideas. The company may revisit its training-needs assessment tool. It should look at gaps between current and desired performance, analyzes core problems and recommends interventions. Future researchers may replicate this study and may include the performance of the employees after they have been trained.