PAGADIAN CITY – The RTWPB-IX, in collaboration with the Department of Labor and Employment – Zamboanga del Sur Field Office (DOLE-ZDSFO), successfully conducted a seminar-workshop on Service Quality in Pagadian City on 24 June 2025. 

 71 participants from 63 firms operating in Pagadian City and neighboring municipalities participated in the specialized training, where they were equipped with quality management tools and techniques aimed at enhancing service delivery by minimizing errors and fostering innovation. 

 Mr. Ric Luke B. Garcia, Labor and Employment III of RTWPB-IX, provided insights into the fundamentals of service quality and its critical dimensions for improving customer satisfaction.  

 Engr. Erra Jelle L. Gracia, Senior Labor and Employment Officer of RTWPB-IX, guided attendees through the service cycle and ways to deal with customers. She also facilitated the workshop session, where participants identified the “moments of truth” relevant to their respective service classifications. Ms. Brenda M. Quintas, IT Officer I, concluded the seminar-workshop with a session on error recovery strategies and customer advocacy approaches. 

 Enrico Cabilan, HR Officer of Advances Refrigeration and Aircondition Specialist, and one of the Regional Winners of the 2025 Productivity Olympics, emphasized the critical role of service quality in building customer loyalty and expanding market reach. “Service quality is vital not only for retaining loyal customers but also for business sustainability. Without customers, there are no profits, and without profits, business continuity is at risk,” said Cabilan. 

 DOLE-ZDSFO head, Chief Miraflor J. Casanes, graced the occasion with her presence, commending the participating firms for their commitment to productivity enhancement initiatives. She encouraged attendees to leverage RTWPB-IX’s free productivity training opportunities to further elevate service standards and operational efficiency (Brenda M. Quintas).