Philippine E-Journals

QUALITY SERVICE AND CUSTOMER FOCUS COMPETENCY OF SELECTED EMPLOYEES AS RELATED TO CLIENT’S LEVEL OF SATISFACTION

Sherilyn C. Viacruses | Ma. Blesilla A. Repomanta | Airra Marie C. Herbosa | Avelino D. Palupit

Discipline: Human Resources Management

 

Abstract:

Competency is the fundamental characteristic of a person which results in effective performance on the job in relation to knowledge, skills, and attitudes. Employees’ competency must fit their line of work. Organizations emphasize ‘customer focus’ competency to concentrate on giving quality service to customers. Associated to employee’s competency is customer satisfaction. To sustain the Colegio’s ISO certification, there is a need for a continuous effort to improve and attain customers’ satisfaction.