Tuesday, August 07, 2007 SM Davao employees attend seminar on caring for PWDs
THE booming retail industry and the increasing number of shoppers in Davao City have been posing challenges to mall establishments to improve and sustain quality service to their customers.
Shopping malls are led to think of ways to attract buyers by conducting marketing campaigns such as three-day sales, midnight madness, free concerts and other strategies to boost sales.
SM City Davao, however, has made one extra step in improving customer service by including persons with disabilities in their customer relations programs.
On August 1, SM City Davao's key frontline managers and around 200 security guards gathered at their Entertainment Plaza for a seminar on "Caring for Special Customers."
Resource speakers for the seminar were from three active PWD groups in Davao City. The seminar included a discussion about rights and privileges of PWDs by Carlos Boy Sexcion, president of the Kapisanan ng mga may Kapansanan.
Another speaker, Jane Ann Gonzales, executive director of the Rainbow Intervention Center for Autism Foundation, Inc. (Ricafi) and member of Autism Society Philippines, talked about "Understanding Autism" including practical tips on helping and managing children and adults with autism inside the mall.
A third speaker, Lanie Magno, an officer of the Parents Mobilization Action Group Phils., gave an overview on Down syndrome.
According to SM City's public relations officer Tessa Piansay, SM branches nationwide have committed to undertake the "Caring for Special Customers" Program which was launched last year.
With the support of Cesar B. Cachero, assistant mall manager, together with customer relations service managers Nilo Nogra and Pantaleon Apalit, they will expand their service to PWDs in Davao City by designating a wider parking space to accommodate three vehicles for PWDs near the mall entrances.
They are also studying a system of issuing parking permits as proposed by PWD groups.
A second seminar on Caring for Special Customers is already being planned for SM's sales force and stall owners.
For PWDs and parents of children with special needs, the program of caring for special customers initiated by SM is an affirmation that the community in Davao City is making a shift towards better understanding, acceptance and inclusion of PWDs into the mainstream of society.
