FILIPINO VALUES AND

SERVICE EXCELLENCE
“MABUHAY”

 “LONG LIVE” IN FILIPINO, IT REPRESENTS EVERYTHING

THAT IS GOOD AND POSITIVE IN LIFE.
 OPEN PALM TOUCHING THE HEART – GENEROUS AND
OPEN-HANDED NATURE – SHOWING THAT WE ARE WILLING
TO SHARE AND SERVE OTHERS SINCERELY FROM THE HEART
 THE SEVEN (7Ms) OF FILIPINO CORE
VALUES
 Makamaylikha
Makatao
Makakalikasan
Makabansa
Masayahin
May Bayanihan
May Pag-asa
MAKAMAYLIKHA (Respect for Divine
Providence)
 We believe that we have a connection to
something greater than ourselves. While this is
often associated with spirituality and linked to a
church, -temple or mosque, others find comfort
in a personal relationship with God or a Higher
Being. Having this, people at work often try to be
righteous and maintain integrity.
MAKATAO (Hospitality, Family-oriented,
Interpersonal relations and sense of
belongingness)
 We manifest strong fa-mily ties and always
appreciate a deep sense of belongingness. As
observed during calamities, there is an outpour
of donation and volunteerism. At the workplace,
we offer whatever help we can give to a
colleague who needs assistance. It is even more
evident in our front liners who extend more
assistance to their guests. That is why Filipinos
are all around the globe exceling in customer
service.
MAKAKALIKASAN (Stewards of the
environment)
 Helpful movements such as recycling, plastic
bags ban, segregating wastes are being
adapted. People at work may be able to help
by practicing these; while front liners, especially
those who are dealing with tourists, must be
vigilant. Tourists should be reminded on how we
show importance on preserving the environment.
MAKABANSA (Nation building)

 One way of showing how we manifest this

value is not speaking ill about our country to
others, especially to foreigners.
MASAYAHIN (Fun-loving)

 Even in the most desperate si-tuations, we

make light of the situation and find the bright
side in it. We always try to maintain a happy
disposition in life despite problems. People at
work keep the smiles on their faces as if nothing
bothers them. Front liners do this well.
MAYBAYANIHAN (Working hand and
hand)
 It has a touch of the ‘makatao’ value and is
more evident during crisis and di-sasters.
However, at the workplace, it is shown as part of
teamwork in working for a project. In the
hospitality and tourism industry, front li-ners
make sure that their guests or tourists get the
best service. Coordination is key to achieve a
wonderful stay.
MAY PAG-ASA (Never give-up)

Filipinos are resilient and always believe that

there is hope. ‘Habang may buhay, may pag-
asa’ is something they consider true. In fact,
when the Philippines was hit by destructive
typhoons and earthquakes, many thought that it
would take time to recover. Filipinos proved
them wrong; they showed the world that Filipinos
are hopeful, and life must go on.
UNDERSTANDING YOUR
GUEST AND DELIVERING
GREAT SERVICE USING THE
G.U.E.S.T TECHNIQUE
G- reet and engage your guest

FOCUS ON MAKING A STRONG

IMPRESSION ON EVERY CUSTOMER BY
GREETING THEM WITH GENUINE
ENTHUSIASM. STARTING WITH A HEARFELT
GREETING IS BEST.
U- nderstand the reasons for the
guest’s decisions
After you greet the customer, you can
attempt to speak, or you can try to listen.
Listening is best because it helps you
understand your customer’s true needs
before you attempt to sell to them. If your
customer didn’t open up after your
greeting, it’s wise to ask a few open-
ended questions to try to prompt
discussion.
E-ducate the guest and offer
assistance
 You know your product or services so well
that it might seem patronizing to jump into
explaining the benefits. However, most
customers will not be as familiar as you
are with the benefits of your work and
explaining it to them directly is helpful.
S-atisfy their needs

Providing the services or products that will

satisfy your guests’ needs is one of the key
elements for a repeat customer.
T-hank the guest
At the end of your transaction, always
thank your customer, even if they didn’t
purchase anything. They reached out, and
that’s reason enough to say thanks.
5 A’S TO A SUCCESSFUL
DESTINATION (LOCAL
KNOWLEDGE)
ACCESSIBILITY

 NO DESTINATION CAN FUNCTION WELL UNLESS

THERE IS A MEANS OF GETTING THERE SUCH AS
AIRLINE, BUS SERVICE, RAILWAY LINE OR PORT.
LACK OF ADEQUATE ACCESSIBILITY IS
FREQUENTLY CITED AS ONE OF THE MAJOR
OBSTACLES TO TOURISM DEVELOPMENT AND
INVESTMENT IN A DESTINATION.
ACCOMMODATION

 THE PLACES PEOPLE STAY. TRADITIONALLY A

HOTEL OR INN, LODGING TYPES NOW ALSO
INCLUDE CRUISE SHIP CABINS, CAMPER VANS,
ACCREDITED BED AND BREAKFAST PRIVATE
HOMES, HOSTELS AND OTHERS.
AMENITIES

 LOCAL CUISINE IS OFTEN ONE OF THE TOP

ATTRACTIONS OF A DESTINATION. RESTAURANTS,
DESIGNER BARS AND SHOPPING PLAZAS ALWAYS
ATTRACT THEIR FAIR SHARE OF VISITORS. HAVING
AN ACTIVE NIGHTLIFE MAY ADD TO THE APPEAL.
ATTRACTIONS

 WHAT IS THERE TO SEE? SOME LIKE TO GO TO

LOCAL MUSEUMS OR ART GALLERIES. OTHERS
PREFER THE THRILL OF AN AMUSEMENT PARK AND
OTHER WILL JUST GO TO RELIGIOUS SITES FOR
THEIR SPIRITUAL AWARENESS.
ACTIVITIES

 HAVING REACHED THE DESTINATION, WHAT DO

YOU THEN DO. DESTINATIONS ARE WORKING
HARDER THAN EVER TO WIDEN THE RANGE OF
THEIR ACTIVITIES IN ORDER TO GET PEOPLE TO
STAY LONGER IN THE DESTINATION.
DEAL W/ COMPLAINTS
SENSITIVELY
 Let them know that you sincerely care about
the problem even if you don’t agree with their
comments. If you or your company made a
mistake, admit it. If it is a misunderstanding, you
can respond in a supportive, concerned tone of
voice.,
COURTEOUSLY
 Even when customers are being a bit nasty,
you can begin to change the tone of the
conversation dramatically by sincerely thanking
them for bringing the problem to your attention.
It really doesnIt really doesn’t matter who
caused the problem. Sometimes the customer is
the one who made the error. What you are
apologizing for is the fact that they are upset
about the situation.ou.” You are not necessarily agreeing with what the
customer is saying, but respecting how he or she perceives and feels about the
situation.
DISCREETLY
 As much as possible avoid embarrasment for
both parties. he or she perceives and feels about the situation.
The HEART method
HEAR

Give the guest your undivided attention

and listen actively to their complaint.
Avoid interrupting or making assumptions
about what they are trying to say.
EMPATHIZE

Put yourself in the guest's shoes and

acknowledge their frustration. Let them
know that you understand their concerns
and that you are taking their complaint
seriously.
APOLOGIZE

Sincerely apologize for any

inconvenience or dissatisfaction the guest
has experienced. Taking responsibility for
the situation shows that you care about
the guest's experience and are
committed to resolving the issue.
RESPOND

Offer a solution to the guest's complaint. If

the solution is immediate, provide it on the
spot. If a more complex solution is required,
let the guest know when they can expect
to hear from you again.
THANK

Thank the guest for bringing their

complaint to your attention. This shows
that you appreciate their feedback and
that you are committed to improving your
services.
Remain calm and professional: Even if the
guest is upset, it is important to stay calm
and professional. Avoid getting defensive or
arguing with the guest.
Take notes: Take notes of the complaint so
that you can accurately remember the
details and ensure that the issue is resolved
properly.
Follow up: After you have resolved the
complaint, follow up with the guest to make
sure that they are satisfied with the outcome.
Learn from complaints: Use complaints as
an opportunity to identify areas where your
business can improve. Share complaint
data with your team so that everyone is
aware of recurring issues and can work to
prevent them in the future.
Remember, every guest complaint is an
opportunity to learn and grow. By following
the HEART method and implementing
additional best practices, businesses can
effectively handle complaints, improve
customer satisfaction, and build a loyal
customer base.