Attendees, who were all part of the CTSI Logistics Guam's frontline staff, had an enlightening experience as they explored and discovered each other's Emotional Intelligence (EQ) and how it can best be utilized to secure customer patronage and establish long-term relationships.

Facilitating the seminar was Toshie Ito, proprietor, consultant and trainer of Motiva Training and Consulting.  Ito has 23 years of combined retail sales, customer service, supervising and employee training experiences in department store, shopping mall, duty-free store, entertainment and restaurant prior to establishment of MOTIVA Training & Consulting.  Her competencies in customer relations has been widely sought after as she has observed and profiled organizational and individual performance and competencies all her career life and have made salient solutions to understand customers better.

With this seminar, Ito stressed the importance of the roles that frontline employees play in an organization, "your company's frontline employees have the most frequent & direct contact with your customers," she stated, "these key employees must be empowered & trained to activate their Emotional Intelligence (EQ) - that is to act as your company's eyes & ears to detect the source of customer turnoffs and effectuate their behavior to encourage customer loyalty."