In a bid to enhance public service excellence, the National Housing Authority (NHA) Region V hosted an Orientation Workshop on Customer Service Improvements conducted by the Master in Public Administration (MPA) students of the Ateneo de Naga University. The strategies for elevating customer service standards were discussed by the presenters-cum-facilitators during the said workshop.

Setting the tone for the day’s activity, the workshop commenced with opening remarks by Dr. Malu Barcillano, Dean of the Graduate School of the Ateneo de Naga University.  Following this, NHA Acting Division Manager – Program Office Engr. Oscar Benecio C. Penaflorida Jr., delivered a compelling message highlighting the significance of customer service excellence in the realm of public administration in their organization.

During the discussion segment, participants delved into several key aspects of customer service enhancement. Mr. Benjie Ramos discussed the establishment of a service cycle and emphasized the importance of smooth and efficient processes. It was followed by the discussion given by Mr. John Carlo Oliva who emphasized the crucial task of identifying customer needs and expectations and the need for alignment between service offerings and customer requirements

Moreover, Ms. Julie Anne Capardo elaborated on essential standards for delivering consistent and high-quality customer service. Mr. Mel Cortez discussed the critical role of analyzing customer feedback to drive continuous improvement efforts and Ms. Jaira Kim Linatoc provided insights into effective complaint-handling strategies, focusing in a proactive resolution using the Temperaments of Personality. Mr. Jummy Atole also underscored fundamental customer service skills and emphasized empathy and communication. Finally, Ms. Anna Villanueva addressed the strategic implementation of performance management systems and incentives to foster a culture of service excellencMeanwhile, an interactive icebreaker game was also infused into the session which fostered engagement and participation among attendees. An open forum provided attendees with the opportunity to share insights and experiences to further enrich the dialogue.

The session concluded with an evaluation which allowed the participants to provide feedback on the workshop’s effectiveness. Certificates of participation were also awarded to attendees, acknowledging their commitment to enhancing customer service standards. Engr. Rolando G. Ramos, Officer in Charge of NHA Region V and Engr. Cristina A. Cabangon, District Manager-District II (Camarines Sur/Camarines Norte) also expressed their gratitude to the organizers and participants for their contributions.

The Customer Service Improvement Workshop served as a platform for knowledge exchange and collaboration, underscoring the shared commitment to delivering exemplary public service. As participants return to their respective roles, they carry with them newfound insights and strategies to drive positive change in their organizations.

By: Ms. Jaira Kim Linatoc