SM Baguio launches Beyond Barriers sensitivity training

BAGUIO CITY, June 17 — Mall frontliners and tenant partners at SM City Baguio underwent a sensitivity training program aimed at strengthening inclusive customer service, in a move by SM Supermalls to reinforce accessibility and empathy across its retail network.

The initiative, titled “Beyond Barriers,” brought participants into guided discussions and shared learning sessions focused on improving awareness of the needs of persons with disabilities and customers from diverse backgrounds.

Organizers said the program encouraged frontliners to reflect on everyday service interactions and identify ways to make mall environments more welcoming and responsive to all visitors.

Through open dialogue and experiential learning, participants were given practical insights into respectful communication and inclusive service delivery, particularly in high-traffic retail settings.

SM Supermalls said the initiative forms part of its broader commitment to customer care and inclusion, aiming to equip frontline staff and tenant partners with tools to better serve the public.

By strengthening awareness and empathy, SM City Baguio continues to position itself as a more accessible commercial space in the city, the company added.

(Source: SM Supermalls press release)