Manila, Philippines – Employees of the Institute for Labor Studies underwent a workshop on Client/Customer Satisfaction Management (CSM) as facilitated by CSM Specialist Kevin Mandrilla last June 3 to 7 at the Bureau of Labor Relations conference room last 21 June 2019.

The workshop, organized by the ILS CSM Committee, was conducted in alignment with the Institute’s Quality Management System (QSM) target of ensuring the delivery of high quality and relevant knowledge products and services.

CSM is part of the QMS processes to serve as a mechanism in receiving feedback to continuously enhance ILS outputs.

Mr. Mandrilla updated the ILS employees on the key trends in public services CSM namely: customer centricity; omni channel presence; structuring organizational structure based on client groups for a more focused targeting of clients’ needs; provision of tailored and individualized service; and collaboration for services rendered.

The workshop involved the specification of client details by creating a persona profile to best address the services being expected by the said clients.

The Institute for Labor Studies (ILS) is the policy research and advocacy arm of the Department of Labor and Employment. For more information on this story, please contact the Advocacy and Publications Division at 527-3590.