The University of Northern Philippines – Office of the President, in collaboration with the Quality Management Office, conducted a seminar on “Enhancing UNP Service Delivery through the CSSF: An Orientation Program for Frontline Personnel” on July 19, 2024, at the Tadena Hall.

The seminar aimed to equip participants with the knowledge and skills needed to utilize the CSSF (Client Satisfaction Survey Feedback) to elevate service standards effectively, foster client loyalty, and uphold a reputation for delivering exceptional customer experiences.

The activity started with the opening remarks of Engr. Joselito Totaan, Head, Accreditation, which set a positive tone for the event, emphasizing the importance of effective service delivery in enhancing client satisfaction and loyalty.

Engr. Saturnino Tablada, Executive Assistant to the President, delivered and inspirational message which underscored the significance of the CSSF in transforming service standards and fostering a culture of excellence within the university.

The seminar focused on providing frontline personnel with a comprehensive understanding of the CSSF and its practical application in various scenarios. Participants learned how to identify and address customer needs, handle complaints effectively, and maintain a professional and courteous demeanor. Dr. Eva Marie Avila, Director, Quality Management Office, and Prof. Rizza Cajindos, Head, Performance Monitoring and Evaluation, served as speakers during the program and emphasized the importance of continuous improvement and the role of feedback in enhancing service delivery.

UNP demonstrates its commitment to deliver high-quality services to its stakeholders by investing in the professional development of its frontline staff. The seminar is expected to have a positive impact on the university’s customer service standards, contributing to increased client satisfaction and a stronger reputation in the academic community.

Article by Rocelle Villanueva, Photo by Mark Paul Siazon