National Conciliation and Mediation Board

Regional Branch No. 5

26 March 2019



Legazpi City – As part of the annual training program of the Regional Conciliation and Mediation Branch (RCMB)-5, it conducted a half-day in-house seminar on Frontline Customer Service on 8 March 2019 held at the Branch Office.

The activity aimed to improve the communication skills of the personnel particularly in dealing with clients.  Likewise, it hopes for the employees to learn more techniques or know-how in achieving excellent customer service.

The invited speaker was Indira Barajas Tabo, University Assistant Professor I at Bicol University College of Arts and Letters.  Ms. Tabo is a holder of a Master of Arts in Education (MAEd) degree which she took at Bicol University having finished her bachelors in Speech Communication at University of the Philippines, Diliman, Quezon City.

Her talk was entitled “Quality and Beyond: A Customer Service Training for NCMB Personnel.”  Included in her topic were sharing of customer service experiences, meaning of customer service, benefits of quality customer service and the steps in achieving this, ladder of customer loyalty, service quality, types of customers and the words and phrases that build customer relationship.  Group dynamics/workshops and sharing highlighted the activity.

Regional Branch Director Reynaldo Foncardas said, “This activity is very important to all of us.  The benefits that can be derived from this seminar far outweighs the cost of dissatisfied or disgruntled customers.  In order to be on top of our service to our stakeholders we must render quality service at all times.  It is a must as government employees to serve our clients efficiently in a friendly and courteous manner.  We should always aim for customer satisfaction.” – fin.


Prepared by:                                                             APPROVED:


EFLEDA A. HOURANI                                            REYNALDO S. FONCARDAS

Senior LEO/LIO-designate                                     Regional Branch Director