I just finished conducting (NAAAKS!) a workshop for my cousin‘s employees (NAKS ULIT!). Anyway, the workshop’s aim was to develop the customer service skills of the employees.

The establishment is a bakery and refreshment parlor that was founded many years ago by one of my aunts. Throughout the years, several of my aunts have either owned or managed the said establishment. Most of the employees have been with us for many, many, many years already. The bakery has evolved through the years, however, it seems like the employees have remained stagnant. Most of them have become passive, and kind of bored with their jobs.

Matter of fact, we had a similar workshop for the employees less than a year ago. We discussed their duties and responsibilities, strengths and weakness, and their other comments and suggestions for the improvement of the bakery. We weren’t able to do a lot since we had very limited time but I think we were able to accomplish a lot. Some of the things we have discussed have already been used to improve the operations of the bakery. However, the staff still remains passive and quite inept in handling customers.

Today, we again started the workshop with an examination of the staff’s duties and responsibilities. We also discussed their strengths and weaknesses. We ended the morning session with another discussion of their problems. I gave them an opportunity to solve these problems. It helped a lot that my cousin, their direct boss was present. He was able to listen to their problems, and was also able to offer his insights on how they can improve.

After lunch, I provided them scripts on the things they could say at different situations so they can better handle their customers. I then practiced with each one of them, offering suggestions along the way. I think they’re still afraid of looking and acting foolish (or hilas as we bisayans put it) since most of the bakery’s customers have been with us for a long time already, and might not be used to the staff sounding so formal. After I practiced with them, my cousin also practiced with them and gave his own inputs.

I was quite impressed with their performance today. However, the real acid test would be on Monday. On Monday, I will be at the bakery, observing them and evaluating their performance. I would be grading their performance. My evaluation will be handed to their boss, who will then decide on giving them the appropriate rewards and penalties.

I sincerely hope they perform well this Monday and in the following days. I know that it would take a lot of them to change since they’re already used to the way things were. But I think they are open to change. I’m keeping my fingers crossed.