Taking the time to know more on how to provide excellent customer service to their clients, forty seven staff employees from twenty-four units signed up for the Seminar Workshop on Customer Service Excellence titled “Enhancing the Capability of Frontline Offices in Providing Excellent Customer Services.” Conducted last 16 August 2018 from 8:00 am – 5:00 pm at the Alingal Multi-purpose Hall, the resource persons were husband and wife tandem Rolando “Rolly” Inciong and Olivia Sylvia Inciong, training facilitators from various national and international organizations.
The seminar-workshop began with the welcome remarks given by the Capability Building Officer Jerico S. Lejano. Training and Development Specialist Trish Araña introduced the speakers while Sylvia began the session by levelling off expectations and presenting the workshop objectives.
To kick-off the event, Rolly Inciong gave the context of customer service in a school setting. He challenged the participants to make Ateneo not only known for its quality education but also for its quality service to students. He then asked Trish Araña to present how some of the school’s services are evaluated by students before he presented the student services evaluation results. For the next topics, Sylvia Inciong gave tips on how to communicate effectively with students as well as build good relations with clients. Challenges and legal issues were also discussed to give participants ideas on how to avoid escalating concerns and problems.
To understand how customer satisfaction is measured, the speakers facilitated exercises that enable participants to assess their offices’ services and how to improve them. Given examples of various companies’ service codes of conduct, the participants drafted service credos for their offices to motivate and guide them at work. These workshop outputs were presented to the plenary group and served as their commitment in improving their performance.
The HRMO would like to thank the Mr. Manuel Nicolas and Mr. Henry Pillora of the Physical Plant Administration, the College of Business & Accountancy thru the Manresa Hotel, the Center for Culture & the Arts for the use of the Alingal Multi-purpose Hall and Function Rooms and the University Student Recruitment Office headed by Mr. Henry O’Neil Tadeo for their valuable assistance in the conduct of the seminar-workshop.
Articles and Photos by Trish Araña