By: Karla Loisse Menguita | Institutional Communications and Marketing Office

As part of its ongoing commitment to deliver exceptional customer service and strengthen the stakeholder experience, De La Salle Medical and Health Sciences Institute (DLSMHSI) successfully held a Customer Experience Training for Security Guards on July 22 and 23, 2025, at Narra Hall. The training was facilitated by Ms. Karla Loisse Menguita from the Institutional Communications and Marketing Office – Customer-Centric and Growth Section.

This targeted customer experience training aimed to boost the communication skills of security personnel, improve first-point-of-contact interactions, and align their service approach with DLSMHSI’s signature ZEAL Customer Experience Program—Zoom in Compassion, Exceed Expectations, Act with Accountability, and Love What You Do.

Security guards engaged in interactive learning sessions that emphasized:

● Delivering warm and welcoming greetings

● Demonstrating professional demeanor

● Managing difficult situations with empathy and respect

To ensure relevance, the training incorporated real-life scenarios and actual customer feedback gathered from DLSMHSI entry and exit points. These exercises allowed participants to reflect on their daily encounters and identify ways to improve their service delivery.

A highlight of the training was the collection of ZEAL Cards, where each participant made a personal service commitment. Some of the heartfelt pledges included:

● "Pangako ko, tapat ako sa aking trabaho." 

● "Ipinapangako ko na ako ay laging tutulong sa customer." 

● "Ipinapangako ko pong palaging ngingiti at di na magse-cellphone sa oras ng duty." 

● "Ipinapangako ko na palagi ko pong ia-aaply sa aking duty ang Z.E.A.L."

Participants also shared key takeaways, expressing that the training helped them understand the true essence of genuine, compassionate customer service. They noted that receiving feedback and being allowed to reflect motivated them to further improve in their roles as frontline staff.

This initiative reflects DLSMHSI’s dedication to building a customer-focused culture, ensuring that every patient, student, visitor, and employee is welcomed with professionalism, respect, and empathy. Additional customer service training programs are scheduled for other frontline personnel across the Institute to further enhance the DLSMHSI customer journey.