PAGE 1

ISSIWALLNEWSTHE OFFICIAL NEWSLETTER OF THE UP INSTITUTE FOR SMALL-SCALE INDUSTRIES

Special Edition ŇISSUE NO. 25

WALLNEWSWALLNEWSTHE OFFICIAL NEWSLETTER OF THE UP INSTITUTE FOR SMALL-SCALE INDUSTRIES

Moving towards becoming the National Institute for Innovation and Entrepreneurship

Ms. Teresa BagamanStrategy Partner/ExecutiveGlobe Telecommunications

Ms. Teresa Bagaman said that “For me the most important job is the frontliner job…You

can build, create or destroy lives.” She talked about increasing the level of satisfaction and understanding how one can effectively handle different types of customer interactions.

The bottomline is that the customer should be KDSS\���,Q�RXU�IRFXV�WR�EH�HI¿�FLHQW��ZH�VRPHWLPHV�

forget to understand our customer. It is all about feelings. Everyone’s product is happiness, but to achieve that, one needs excellent processes. Excellence is the means to an end.

To explain her points further, Ms. Bagaman used Walt Disney and Mickey Mouse as examples. It is Disney’s vision to make people happy and Mickey Mouse is a symbol of childhood, of happy times. She quoted Disney saying, “You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality…If my employees are not happy, this will never be a

reality.”

In asking the question “Who are your customers?” Ms. Bagaman mentioned that they are the ones who pay for the employees’ salaries. There are internal customers and external customers. We cater to the needs of the internal customers (the ones we work for in the business or the partners) so that we can provide for the needs RI�WKH�¿�QDO�FXVWRPHU��WKH�FRQVXPHU����

6KH� GH¿�QHG� FXVWRPHU� VDWLVIDFWLRQ� DV� ³WKH�customer’s perception that his or her expectations have been met or surpassed.” When it comes

to perception, there is no right or wrong, you cannot question it and tell the customer that he is wrong. And because there are different perceptions, there is no single way to deal with

Prof. Nestor O. RañesesDirectorUniversity of the Philippines Institute for Small-Scale Industries

Customer Service Excellence Overview

Director Nestor O. Rañeses shared the 90/10 Principle which tells us that 10% of what

happens to us is something that we have no control over. It is outside of our sphere of LQÀ�XHQFH�� � 7KH� RWKHU� ���� LV� KRZ�ZH� FKRRVH�to deal with what happens to us. It is about how we react. We need to adjust, respond and

adapt. He went on to say that “Excellence is a habit” and that great service comes from having great people. He imparted tidbits such as “There are no problems, only opportunities” and that “Worrying is optional.”

Providing service is all about total customer experience. It is about being courteous and excellent, giving that “WOW feeling” to the customer so that he or she will come back.

Sometimes, negative perception about certain aspects, or the expectation, becomes reality. A practice that greatly affects one’s business is word of mouth, which can contribute to the loss or gain of customers.

Honor and excellence are the ways in which we

ZLOO�IXO¿�OO�RXU�PDQWUD�RI�³VKDSLQJ�PLQGV�WKDW�VKDSH�the nation.” We cannot talk about academic excellence without talking about operational excellence. We have roles to play.

Service Quality Attributes Mentioned:

» Reliability » Tangibles » Understanding » Security » Credibility » Communication » Courtesy » Access (approachability) » Competence » Responsiveness

Customer Groups:

» Loyalist and Apostle » Defector and Terrorist » Mercenary » Hostage

Director Rañeses mentioned that every problem has a solution, only if we perhaps change our attitude. It is behavior though, and not attitude, that can be measured. Improving can be done by focusing on what to do and what not to do, creating an environment in which everybody’s ideas are heard and respected and igniting passion to lead us to our goals.

&XVWRPHU�6HUYLFH�([FHOOHQFH�3URFHHGLQJVPresident Alfredo E. PascualUniversity of the PhilippinesDiliman

Inspirational Message

President Alfredo E. Pascual stressed the importance of pursuing academic excellence

and operational excellence in our vision of becoming a great university. We need to be excellent in our business, which is service. He mentioned that having excellent faculty and students is not enough, that the administrative staff has an important role in creating an enabling environment. The faculty and students must be able to focus on the tasks that they do through the support of the administrative staff. Operational H[FHOOHQFH�PHDQV�HI¿�FLHQF\���3DUW�RI�WKLV�LV�WKH�

linking of the campuses electronically. He shared the relevance of attending training programs, whatever level one is at. There is a need to know the trends because change happens often. We need to know the best practices. Security guards will also be given separate training because it has been said that they lack courtesy. Talking about the term “customer,” President Pascual stated that the number one customer of the University of the Philippines is the students. Faculty members are also customers. It is the responsibility of the University to make sure that

those students whom we have accepted will be able to continue their studies. Education in UP VKRXOG�QRW�EH�GHQLHG�WR�D�TXDOL¿�HG�83�VWXGHQW��GXH�WR�¿�QDQFLDO�UHDVRQV�

Going back to customer service excellence, President Pascual gave two important points:

1. We should know the job we are doing2. Service must be done, not because it is a requirement but because we enjoy doing it

We also have rules on public service as stated LQ�5$�������WKH�FRGH�RI�FRQGXFW�RI�SXEOLF�RI¿�FLDOV�and employees.

President Pascual ended by asking the participants to share to others, what they will learn from the seminar. He also mentioned that before he leaves his position in 2017, he hopes that there will be change and that everyone will enjoy the work that they do.

Why Service Excellence? Who are our Customers? How to Deal With Di! erent Types of Customers

PAGE 2ISSUE NO. 25

Ms. Chit Ventura Consultant Investors in People

Ms. Imelda ClaveHuman ResourcesIntel

Understanding and Practicing Good Customer Service Behavior

Ms. Chit Ventura, together with her partner, Ms. Imelda Clave from Intel, discussed

practical ways to deliver good customer service. Aristotle was quoted, saying “For the things we have to learn, before we can do them, we learn by doing them.” Experience being the best teacher was stressed.

Two types of services were mentioned: core service, which is the service or product that the organization provides to its customers, and customer service, which is all the actions you have when you are interacting with customers who seek your service. Reactive customer service was also differentiated from proactive customer service, with the former starting after receiving a complaint, and the latter, thinking of improving the customer service in advance.

One important point raised was that we are also customers and that we should be good customers.

Service Quality Characteristics Important to Customers:• Accurate• Friendly• Timely• (I¿�FLHQW• Courteous• Honest

Customer Service Qualities:• Friendliness• Empathy• Fairness• Control – the customer has a say in the issue• Information – pertinent and time-sensitive manner

B.E.S.T.B - begin the customer interactionE – establish the customer’s agendaS – satisfy the customer’s needsT – thank the customer

The three styles of communication were also shared, namely, aggressive, submissive and assertive. Of the three, assertive is the best. A

method shared in dealing with negative reactions is through perspectives, seeking to understand ¿�UVW��WKHQ�WR�EH�XQGHUVWRRG�

Simple actions such as smiling, being attentive and having eye contact were shared. Alternative responses used when communicating with customers were also tackled. For example, LQVWHDG� RI� VD\LQJ� ³,� GRQ¶W� NQRZ�´� VD\� ³,¶OO� ¿�QG�out.” Instead of saying “That’s not my fault,” use “Let’s see what we can do about it.”

When it comes to creating positive impressions, being thoughtful, showing concern and solving problems quickly are just a few things that can be done. Frowning, speaking condescendingly and not responding properly, on the other hand, create negative impressions.

Ms. Ventura mentioned that “Customer service is 80% attitude and 20% technique.” She also discussed the behavior change model which involves 4 parts: awareness, integration, understanding and experimentation. Another PRGHO� GLVFXVVHG� ZDV� WKH� ¿�YH� VWDU� PRGHO��which includes strategy, structure, processes, system and people. At the center of the star, is leadership.

0V��9HQWXUD�FRQFOXGHG�KHU�VHVVLRQ�E\�GH¿�QLQJ�customer service as “the sum total of what an organization does to meet customer expectations and to produce customer satisfaction.”

customers.Dealing with Different Types of Customers:• Agree in fact• Agree in principle• Agree with customer’s right to have the opinions and feelings expressed

An example of some tips she shared in dealing with angry customers:• Avoid blaming others• Avoid sarcasm• Avoid debating the facts

Ms. Bagaman also mentioned other types of customers such as the following: the unhappy

customer, the argumentative customer, the WDONDWLYH� FXVWRPHU�� WKH� À�LUW\� FXVWRPHU�� WKH�non-talker, the habitual complainer, the rude customer, the demanding customer, the indecisive customer and the senior citizens.

Handling Calls:• Flipping the coin (think of the other side, the customer’s point of view)• A good impression • Interaction and Transaction (do it right the � ¿�UVW�WLPH��7RROV�IRU�6DWLVI\LQJ

Customers:• Knowledge

• Voice tone• Word choice and Articulation -avoid “red words” such as CAN’T, DON’T, WON’T -“yellow words” such as HAVE TO, NEED TO, etc have to be used with caution -“green words” such as CAN, WILL and DO are recommended

The Soft “NO” ProcessLevel 1: think of what you can doLevel 2: use isn’t, haven’t, aren’t -for example, “Although it isn’t possible, we can (give

alternative)…”

Level 3: Wish (that you can give the request to the customer)Level 4: use CAN’T already

Ms. Bagaman ended her session by sharing the 6WDU�6WUXFWXUH�ZKLFK�KDV�¿�YH�SDUWV�

1. Greeting2. Active Listening3. &RQ¿�UP�DQG�&ODULI\4. Taking the Lead5. Closing

Ms. Chit Ventura

Stress and Anger Management

This session aims to: 1. Identify causes of stress, and2. Assess oneself against systems of stress

Ms. Ventura claimed that “stress is the body’s way of responding to the environment, to change or life events in general.”

)RU�WKH�LGHQWL¿�FDWLRQ�RI�WKH�FDXVHV�RI�VWUHVV��the following questions must be answered:

1. Where does my personal stress come from? What can I do?2. Where does my professional stress come from? What can I do?

Among the causes of stress are:• 8QXVXDO�HYHQWV�±�DFFLGHQWV��¿�QDQFLDO��� � � difficulties, retirement, death, change in living conditions, job loss, etc., • 'DLO\�HYHQWV�±�WUDI¿�F��PHHWLQJ�GHDGOLQHV��DQG�• Work events

The table below shows the different symptoms of stress.

Physical Sympoms Mental Symptoms Behavioral Symptoms%� Sleeping too much

Žƌ�ƐůĞĞƉŝŶŐ�ƚŽŽ�ůŝƩ� ůĞ%� Weight problems

%� Constant physical

ĨĂƟ�ŐƵĞ%� Stomach trouble

%� Can’t perform

%� Abuse of alcohol/

drugs

%� Chronic physical

ailments

%� �ŽŶƐƟ�ƉĂƟ�ŽŶ%� Diarrhea

%� Back aches

%� KǀĞƌĞĂƟ�ŶŐ�Žƌ�ůŽƐƐ�ŽĨ�ĂƉƉĞƟ�ƚĞ

%� Headaches

%� Feeling rushed and under

constant pressure

%� &ĞĞůŝŶŐƐ�ŽĨ�ŝƐŽůĂƟ�ŽŶ�ĂŶĚ�loneliness

%� Feeling vulnerable to

ĐƌŝƟ�ĐŝƐŵƐ�ŽĨ�ŽƚŚĞƌƐͬƐĞŶƐŝƟ�ǀĞ

%� Feeling misunderstood

%� Denial of any problems

%� �ŝĸ��ĐƵůƚLJ�ŝŶ�ŵĂŬŝŶŐ�decisions

%� Worrying frequently

%� ͞�ƵŐŶƵƟ�Ŷ͟%� Frequent feelings of

sadness

%� /ŶĂďŝůŝƚLJ�ƚŽ�ĞŶũŽLJ�ĂĐƟ�ǀŝƟ�ĞƐ�previously enjoyed

%� Grandiosity

%� �ĞƚĞƌŝŽƌĂƟ�ŶŐ�interpersonal

ƌĞůĂƟ�ŽŶƐŚŝƉƐ%� Frequent discord

%� Problems with authority

Į�ŐƵƌĞƐ%� Avoiding tasks and

ƌĞƐƉŽŶƐŝďŝůŝƟ�ĞƐ�ƉĂƌƟ�ĐƵůĂƌůLJ�ƚŚŽƐĞ�previously welcomed

%� Lateness and

Absenteeism at work

%� EĞŐůĞĐƟ�ŶŐ�ĂƉƉĞĂƌĂŶĐĞ%� &ƌĞƋƵĞŶƚ�ĨŽƌŐĞƫ��ŶŐ�ŽĨ�

important commitments

%� Compulsive behavior

(e.g. being shopaholic)

%� Working too hard and

too long

Ms. Ventura also facilitated a workshop which aims to gauge the participants’ knowledge and perception about stress. The results of the workshop are as follows:

A Physical and Mental Symptoms of Stress • Stress in the body: heaviness in the chest, palpitations, allergies, and gives way to smoking and drinking• Stress in the mind: anxious, bothered, irritated

B People who are Least Stressed• Less stressed people are the ones who are happy, considerate, and understanding

C Whether people today suffer from more stress than in previous generations?• “Life is more stressful now because the cost

of living is higher,”• “With age, may realization that may choice ka, na pwede mong iwasan yung stress.”

D. Measures for Stress Prevention/Reduction• Go to the mall• Meditating• Pray and run to the Lord• Write down your concerns to divert your attention• “Ibuhos sa trabaho”• Go to the spa or parlor• Travel abroad• Exercise • Play sports• Watch television, and • Take stress tabs• Eating• Stop doing things• Watching movies• Prioritizing/time management• “3DJ�QDVD�RI¿�FH��ZDJ�GDOKLQ�DQJ�SUREOHPD�� sa bahay. Pag nasa bahay, wag dalhin ang problema sa trabaho.”• ³<RX�KDYH�WR�EH�SK\VLFDOO\�¿�W�EHFDXVH�� � � you don’t know what will be required of you.”

7R�GHDO�ZLWK�VWUHVV��0V��9HQWXUD�QRWHG�WKDW�“laughter is the best medicine.” She also enumerated the following ways to reduce stress:

• know your stressors• maintain balance – do not overly focus on one thing• practice time management • plan and organize • know how to deal with change• practice positive thinking• focus on factors we can control• do physical exercise

Ms. Ventura ended her discussion by saying, “You’re all too blessed to be stressed.”

�

7KH�WUDLQLQJ�ZDV�DWWHQGHG�E\�D�WRWDO�RI�QLQHW\�WKUHH������SDUWLFLSDQWV�FRPSRVHG�RI�IURQWOLQH�HPSOR\HHV�IURP�¿�IWHHQ������VHUYLFH�XQLWV�RI�WKH�8QLYHUVLW\�RI�WKH�3KLOLSSLQHV�

UP Units

a 2I¿�FH�RI�6FKRODUVKLSV�DQG�6WXGHQW�6HUYLFHV

b 2I¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�$FDGHPLF�$IIDLUV��293$$�

c UP Institute for Small-Scale Industries (UP ISSI)

d 2I¿�FH�RI�WKH�8QLYHUVLW\�5HJLVWDU

e RI¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�3XEOLFV�$IIDLUV��2933$�

f 2I¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�$GPLQLVWUDWLRQ��293$�g 2I¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�'HYHORSPHQW��293'�

h 2I¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�3ODQQLQJ�DQG�)LQDQFH��2933)�

i UP General Hospital (UPGH)

j 2I¿�FH�RI�WKH�VHFUHWDU\�RI�WKH�8QLYHUVLW\

k 83�'LOLPDQ�+XPDQ�5HVRXUFH�'HYHORSPHQW�2I¿�FH��+5'2�

l UP Los Bañosm UP Manila

n 2I¿�FH�RI�WKH�3UHVLGHQW

o 2I¿�FH�RI�WKH�9LFH�3UHVLGHQW�IRU�/HJDO�$IIDLUV��293/$�

PAGE 3

Excellence in Service through E! ective Communication

Dr. Belen CalingacionProfessor, Dept of Speech Communication and Theater Arts, UP Diliman

Dr. Calingacion shared that communication skills ranked as the top qualities employers

want from their employees. Further, the Harvard Business Review rated “the ability to communicate” the most important factor in making an executive “promotable,” more important than ambition, education and capacity for hard work.

On her discussion of “How Read and Respond using Body Language and Nonverbal Signals”, Dr. Calingacion pointed out that our entire body is a whole communication system. As such, our facial expression, gestures, appearance, eye gaze, body language, posture, etc. may be interpreted in various ways by others.

Dr. Calingacion pointed out some tips in non-verbal communication: • Pay attention • Look for incongruent behavior• Concentrate on your voice when speaking• Use good eye contact• Ask questions about non-verbal signals• Use signals to make comm more effective and meaningful• Look at signals as a group• Consider context• Be aware that signals can be misread, and • Practice. Practice. Practice.

There are external and internal barriers to effective communication:

• Lack of knowledge• Lack of interest• Current emotional condition• Distractions• Bias – they serve you better when you use your

position• Personality• Competition for attention• Differences in perception• Lack of competence in the language• Poor hearing• Attitude• Tendency to judge too quickly

%XW�ZKDW�LV�LPSRUWDQW�LV�WKDW�FRPPXQLFDWLRQ�LV�DOO�DERXW�UHODWLRQVKLSV�7R�LPSURYH�WKH�TXDOLW\�RI�FRPPXQLFDWLRQ��'U��Calingacion shared the following tips:

• Identify your own style and the style of the person with whom you are communicating• 0DNH�\RXU�FRPPXQLFDWLRQ�SUR¿�OH�E\�LGHQWLI\LQJ��� your strengths and weaknesses• Identify communication problems• Improve rapport through mirroring by trying to � UHÀ�HFW�WKH�VW\OH�RI�WKH�SHUVRQ�\RX�DUH�� � � � communicating with• Share expectations• 7DON�DERXW�EHQH¿�WV• Scout for small gains, and • Recognize communication styles

Dr. Calingacion started by noting that success for any organization depends on its service to its customers. Further, “service to customers is based not just on systems, processes and procedures but also on personal effort and creativity.”

:KHQ�LW�FRPHV�WR�WHOHSKRQH�FRQYHUVDWLRQ��RQH¶V�DWWLWXGH� LV�PDJQL¿�HG� RYHU� WKH� SKRQH��$V� VXFK��RQH�PXVW�

• Answer within three (3) rings or less,• Speak clearly and directly into the mouthpiece,• Minimize background noise,

• Have a pen and paper ready,• Be aware of the tone of his/her voice, • Smile, and • Remain positive

,Q�GHDOLQJ�ZLWK�FXVWRPHU�FRPSODLQWV��RQH�PXVW�OLVWHQ� E\� (�$�5�� �� HPSDWKL]H�� DSRORJL]H�DQG� DFNQRZOHGJH� WKH� SUREOHP�� DQG� DFFHSW�UHVSRQVLELOLW\�� 2QH� PXVW� DOVR� UHPHPEHU� WR�%�/�$�6�7��• Believe• Listen• Apologize• Satisfy• Thank

Dr. Calingacion also suggested that in telephone conversation, one must stay positive and pleasant. The table below shows a contrast of what to say and what not to say. Dr. Maragtas S.V. Amante also suggested that the participants translate these into Filipino.

What Not to Say What to Say &ŝůŝƉŝŶŽ�dƌĂŶƐůĂƟ�ŽŶ�ŽĨ�tŚĂƚ�ƚŽ�^ĂLJI don’t know. /͛ůů�Į�ŶĚ�ŽƵƚ͘ Aalamin ko po…

Gagawin ko po ang lahat ng aking

makakaya…No. What I can do is… �ŶŐ�ƉƵǁĞĚĞ�ƉŽ�ŶĂƟ�ŶŐ�ŐĂǁŝŶ�ĂLJ͙You’re right, this is

bad.

I understand your

ĨƌƵƐƚƌĂƟ�ŽŶ͘EĂŝŝŶƟ�ŶĚŝŚĂŶ�ŬŝƚĂ�ƐĂ�ŝLJŽŶŐ�ŬĂůĂŐĂLJĂŶ͘��ĂůĂŵŝŶ�ŶĂƟ�Ŷ�ŬƵŶŐ�ďĂŬŝƚ͙

Calm down. I’m sorry. Pasensya na po.

7R� UHGXFH� LQWHUSHUVRQDO�VWUHVV��'U��&DOLQJDFLRQ�VXJJHVWHG�WKH�IROORZLQJ:• Keep cool but don’t be cold,• Communicate more effectively, • Be a listener, practice control, and• Develop assertiveness

$W�WKH�VDPH�WLPH��LQ�KDQGOLQJ�DQJU\�FOLHQWV��RQH�PXVW�NHHS�FDOP�DQG�DVN�TXHVWLRQV��2QH�PXVW�DOVR�bear in mind the following:• Apologize,• Sympathize,• Accept responsibility, and• Prepare to take action

The session ended by Dr. WWWzWW noting that “improving communication with your customers means building your relationship with them.” And more importantly, “the key to effective communication is awareness of yourself, but more important, of the people with whom you are communicating.”

Summary of the Group Work

1. Who are your customers?2. What are the needs of the customers?3. How do you deal with your customers?4. How do you measure your services to your

customers?5. What prevents you from providing good

customer service?

1. Who are your customers?

- Students- Faculty- Parents- &R�HPSOR\HHV�6WDӽ��(PSOR\HHV�5HWLUHG�83�� � employees- GP- Foreign students- 8QLYHUVLW\�RԀ��FLDOV- �SHUVSHFWLYH�'RQRUV�3DWLHQWV�5HODWLYHV- Private sector: courier, licensees, patients- Stakeholders- Sponsors- Alumni

- 2WKHU�83�RԀ��FHV�DQG�&8·V- 5HVHDUFKHUV- Suppliers/Distributors- Other government organizations- Government/Private institutions- $GPLQ�VWDӽ��DQG�QRQ�83�VWDӽ�- 83�SDUWQHUV��PJD�ND�028�DQG�02$�- Community- Visitors/guests (local/foreign)- Companies- Other schools/universities/colleges- Individuals- walk-in clients- Guests- from outside, dignitaries, visitors- Suppliers/contractors- *RYHUQPHQW�RԀ��FLDOV�HPSOR\HHV- Donors- 83&$7�DSSOLFDQWV- 8QLYHUVLW\�2Ԁ��FLDOV

2. What are the needs of your customers?

-scholastic and document records/FHUWLӾ�FDWLRQ�RԀ��FLDO�GRFXPHQWV-appointment papers-inquiries/follow-ups�VFKRODUVKLS�LQIRUPDWLRQ�67)$3�6/%-international linkages-medical attention-information/knowledge/inquiries-understanding/empathy-services/expertise/consulting services-assistance�Ӿ�QDQFLDO�DVVLVWDQFH-payments/funds release/compensation/ vouchers-training-loans-data/info and statistics-counselling-better facilities for researchers, faculty, ��VWXGHQWV��VWDӽ�-technology licensing-IP assessment/valuation

Dr. Maragtas S.V. Amante

The seminar concluded with an acclamation from the UP vice-president for administrative affairs Dr. Maragtas S.V. Amante: “Magalang, mahusay, may malasakit tayong lahat [We are all courteous, excellent and concerned!” He also urged the participants to pursue excellent public service by working closely together as excellent UP employees.

Copyright 2013 UP ISSI. All rights reserved. More of these and other stories are found in our website: entrepreneurship.org.ph PAGE 4ISSUE NO. 25

UNIVERSITY OF THE PHILIPPINES

Institute for Small-Scale Industries

E. Virata Hall, E. Jacinto Street, UP Campus, Diliman, Quezon City

Pioneering. Innovating. Entrepreneuring.

-supplies- appeals and requests (payment, re-admission, �GURSSLQJ��&20�- 8&��&&�&6$3*��(&�PDWWHUV- Scholarship applications- 5HVHDUFK�GDWD- Facilities- 3ULYLOHJH�EHQHӾ�WV- ,QIRUPDWLRQ�DERXW�KHDOWK�UHIHUUDOV�IRU�RԀ��FH�- Information assistance - Fair tax- Information recognition- 83&$7�IRUPV- Alumni forms- 83&$7�UHVXOWV- 7UDLQLQJ�SDUWLFLSDQWV- Financial assistance- Scholarship- Access to information- 7UDLQLQJV- ([WHQVLRQ�DQG�FRQVXOWDQF\�VHUYLFHV- /RDQV

3. How do you deal with your customers?

�SURPSW�VHUYLFH��HԀ��FLHQW�WLPHO\�UHVSRQVH��� � attention-attend to needs- provide answer to queries politely and courteously-communicate well/concisely/courteously-facilitate – endorse to proper authority-provide information/informative-deal with a smile-polite-sympathetic/with empathy-patient-educate and inform-utilize technology (mobile, email, Facebook, etc)-friendly/approachable-professional-straightforward-accommodating-With proper attitude in addressing their needs�%\�JLYLQJ�UHOLDEOH�LQIRUPDWLRQ-by providing their request as soon as possible

one at a time according to: a) urgency, b) priority, and c) their needsWith courtesy – be polite, cheerful, prompt and punctualAnswer the queries properly with complete information

Provide listing of alumni (chapters, alumni in government, etc.)Greet the customers with a smile0DNH�WKHP�IHHO�FRPIRUWDEOH2ӽ�HU�WKHP�D�VHDW��UHDGLQJ�PDWHULDOV��HWF�Provide them with information that they need%H�V\PSDWKHWLF%H�SDWLHQW

4. How do you measure your services to

your customers?

-customer satisfaction--given accurate information-positive feedback/no complaints-appreciative clients (acknowledges what you did for them)-promises to transact business again-on time/delivery time-turnaround time (processing within 24 hours)-suggestion box (positive and negative comments)-document tracking system-orientation + other activities evaluation survey�6(7-easy follow-up-volume of work done- Work accomplishments customer feedback- Survey- Follow-up- Scheduling��(YDOXDWLRQ���5HFRJQLWLRQ-when patient improves/gets well

• Patient satisfaction Survey• Customer Concern Survey• Student improves with more knowledge and skills• %HWWHU�DWWLWXGH• )DVW�DQG�HԀ��FLHQW�GHOLYHU\�RI�VHUYLFH• Positive word of mouth• 0LQLPDO�FRPSODLQW�UHFHLYHG• Good appreciation of service• Service patronage

5. What is preventing you from providing

good customer service?

-limited time/time constraints-governed by existing policies-accessibility of authorities-limited resources (example, equipment and vehicle) and facilities; budget constraints�OLPLWHG�VWDӽ��ODFN�RI�PDQSRZHU�ZRUN�RYHUORDG-bureaucracy-individual attitude-punctuality issues-absenteeism-capability/mismatch of skills/lack of knowledge-unnecessary/redundant paper requirements-seniority mentality�EHQHӾ�WV-permanent head or director��/LPLWDWLRQV�RI�6\VWHP- Prioritization of requirements assigned (e.g. ��6HUYLFH�YV��7UDLQLQJ�YV��5HVHDUFK�YV��([WHQVLRQ�� Service)��/DFN�RI�PDQSRZHU�IDFXOWLHV�LQIR��%XON�RI��� ����UHTXHVW��5HTXHVWV�EH\RQG�RXU�MXULVGLFWLRQ��5HG�WDSH��/DFN�RI�WUDLQLQJ- Arrogance- No culture of excellence• 7LPH�SUHVVXUH• Personal problem• /DFN�RI�EXGJHW• Obsolete facilities• (PSOR\HH�PRRGV

Takeaways

,QVLJKWV�IURP�WKH�5HVRXUFH�6SHDNHUV• It is important to pursue academic excellence

and operational excellence in order to achieve UP’s vision of becoming a great university. – UP President Alfredo E. Pascual

• Magalang, mahusay, may malasakit tayong lahat! We should pursue excellent public service by working closely together as excellent UP employees. – Dr. Maragtas S.V. Amante, UP Vice President for Administrative Affairs

• Excellence is a habit. Improvement can be done by focusing on what to do and what not to do, by creating an environment in which everybody’s ideas are heard and respected, and by igniting passion to lead us to our goals. – Dir. Nestor O. Rañeses, Assistant Vice President for Administrative Affairs and Director of UP ISSI

• Because there are different perceptions, there is no single way to deal with customers. As such, it is important to increase the level of satisfaction and understanding how one can effectively handle different types of customer interactions. – Ms. Teresa Bagaman, Strategy Partner/Executive, Globe Telecommunications

• Customer service is the sum total of what an organization does to meet customer expectations and to produce customer satisfaction. Further, customer service is 80% attitude and 20% technique. – Ms. Chit Ventura, Consultant, Investors in People

• The success for any organization depends on its service to its customers. Service to customers is based not just on systems, processes and procedures but also on personal effort and creativity. – Dr. Belen Calingacion, Professor, Department of Speech Communication and Theater Arts, UP Diliman

,QVLJKWV�DQG�)HHGEDFN�IURP�WKH�3DUWLFLSDQWV• Service excellence is not only measured by the

service you provide but by the relation you develop with your customer

• In every customer we attend to, our best effort should be done to deliver customer satisfaction/experience

• Be friendly to your customers and always be happy• Good communication must start from top

management – they should be examples of good communication with integrity

• Always give importance to every customers. Entertain, treat and help the customers professionally, respectfully and promptly

Action Points

$V�D�FRQFOXVLRQ��WKH�IROORZLQJ�IROORZ�WKUX�DFWLRQ�LWHPV�ZHUH�LGHQWL¿�HG�

• Make the training available to all UP employees, not just the frontline employees,

• Replicate the Customer Service Excellence Training to all UP units,

• Identify pool of experts as resource persons for future Customer Service Excellence Trainings,

• Create a Customer Satisfaction Survey for all UP XQLWV�RI¿�FHV�

• Award Gawad Chancellor or Gawad Pangulo for UP Kawani providing excellent customer service, and

• Conduct a Kapihan/Dialogue/Conversation with the UP President as a venue for UP employees/staff to voice their concerns and issues