SM City Pampanga has taken a significant step toward enhancing inclusivity by organizing a specialized Sensitivity Training on Assisting Customers with Disabilities. This initiative underscores the mall's unwavering commitment to delivering customer-focused service that embraces all individuals, regardless of their physical or cognitive challenges.
Expert-Led Sessions Drive Practical Learning
The training program was meticulously organized by SM Cares, the corporate social responsibility division of SM Supermalls. It incorporated video modules featuring esteemed resource speakers, such as Glenda Relova, the Executive Director of the National Council on Disability Affairs. These modules provided actionable guidance on supporting customers with a range of conditions, including Down Syndrome, visual impairments, mobility limitations, Cerebral Palsy, and Attention-Deficit/Hyperactivity Disorder (ADHD).
Real-World Insights from Autism Advocate
A pivotal component of the event was the face-to-face interaction with Dang Uy Koe, Chair Emerita of the Autism Society of the Philippines. Koe shared invaluable perspectives on common real-life scenarios that unfold within mall environments, offering strategies for employees to respond with heightened empathy and understanding. This segment bridged theoretical knowledge with practical application, empowering participants to handle diverse situations effectively.
Comprehensive Training for 340 Mall Personnel
The session successfully equipped 340 attendees with essential skills in disability awareness and inclusive customer service. Participants spanned various roles, including security personnel, janitorial staff, managers, tenants, and SM retail affiliates. The curriculum emphasized creating a safe and welcoming atmosphere for persons with disabilities (PWDs), ensuring that every visitor feels respected and valued.
Leadership Reinforces Commitment to Inclusivity
Spearheaded by Engr. Bien Mateo, SM Cares Program Director for Disability Affairs, the initiative received strong support from mall leadership. Mall Manager Charm Bacani, Assistant Mall Manager Engr. Lester Pamintuan, and SM Cares Assistant Vice President Richard Caluyo collaborated to reinforce SM City Pampanga's dedication to being the region's most beloved and inclusive shopping destination. Their involvement highlights a top-down approach to fostering a culture of care and accessibility.
SM's Legacy of Enhancing Customer Experiences
For decades, SM Supermalls has prioritized programs that elevate the malling experience beyond mere retail transactions. By championing initiatives that ensure accessibility and compassionate service, SM continues to set a benchmark in the industry. This training aligns with SM Cares' broader mission to empower communities through socially-conscious and environmentally-responsible efforts, driving long-term, impactful improvements.
The event at SM City Pampanga serves as a testament to the mall's proactive stance in building an environment where every customer, regardless of ability, is welcomed with dignity and genuine care. As inclusivity becomes increasingly vital in public spaces, such initiatives pave the way for a more empathetic and accessible society.
