SERVICE EXCELLENCE “It’s more fun in the Philippines!

Engr. Ivan Shane M. Regaspi 2 LEARNING OVERVIEW RATIONALE, ORAL EXPRESSION, SIGNATURE
GESTURE, BRAND PROMISE

FILIPINO BRAND OF SERVICE EXCELLENCE 3TRAINING RATIONALE THE FBSE IS ENVISIONED TO

STANDARDIZE EVERYTHING THAT IS GOOD AND POSITIVE ABOUT FILIPINO HOSPITALITY AND SERVICE
THAT CAN BE USED BY ALL TOURISM STAKEHOLDERS IN DEALING WITH DOMESTIC OR
INTERNATIONAL TOURISTS

FILIPINO BRAND OF SERVICE EXCELLENCE 4TRAINING ORAL EXPRESSION “MABUHAY!” (LONG LIVE)

FILIPINO BRAND OF SERVICE EXCELLENCE 5TRAINING SIGNATURE GESTURE

OPEN PALM TOUCHING THE HEART

FILIPINO BRAND OF SERVICE EXCELLENCE 6TRAINING BRAND PROMISE “IT’S MORE FUN IN THE
PHILIPPINES!”

FILIPINO BRAND OF SERVICE EXCELLENCE 7TRAINING LEARNINGOUTCOMESMODULE 1:

SERVICEEXCELLENCE AND THE 7M’S OFFILIPINO VALUESMODULE 2: DELIVERINGEXCELLENT SERVICE
USING THEGUEST TECHNIQUEMODULE 3: THE HEART OFSERVICE RECOVERYFILIPINO BRAND OF
SERVICE EXCELLENCE 8TRAINING • Service Excellence – consistently MODULE 1(7 M’s) meeting and at every
opportunity, exceeding the guest’s needs and Service Excellence, 6 Tourism Touchpoints, provide them with a memorable
Social Media, 7M’s and fun experience

FILIPINO BRAND OF SERVICE EXCELLENCE 9TRAINING 6 TOURISM TOUCHPOINTS

WELCOME/ ACCOMODATI TRANSPORT SHOPPING DEPARTURE DINING ARRIVAL ON TOURS

FILIPINO BRAND OF SERVICE EXCELLENCE 10TRAINING SOCIAL MEDIA CUSTOMERS SHARE THEIR
EXPERIENCES IN SOCIAL MEDIA

FILIPINO BRAND OF SERVICE EXCELLENCE 11TRAINING 7M’s of Filipino Values 1.Maka-Maylikha 5.Masayahin
2.Makatao 6.May Bayanihan 3.Maka-kalikasan 7.May Pag-asa 4.Maka-bansa

FILIPINO BRAND OF SERVICE EXCELLENCE 12TRAINING MODULE 2(GUEST) • Basic expectations of • Cost
guests: Understanding the guests, addressing millennial • Convenience market • Comfort • Time • Safety
FILIPINO BRAND OF SERVICE EXCELLENCE 13TRAINING GUEST 1. G-reet and engage your guest 2. U-
nderstand the guest’s needs and preferences 3. E-ducate them and offer assistance 4. S-atisfy and surpass their needs 5. T-
hank the guest/sFILIPINO BRAND OF SERVICE EXCELLENCE 14TRAINING MODULE 3(HEART) How to handle
complaints

FILIPINO BRAND OF SERVICE EXCELLENCE 15TRAINING HEART 1. H-ear them out 2. E-mphatize 3. A-pologize
4. R-esolve the concern 5. T-hank the guestFILIPINO BRAND OF SERVICE EXCELLENCE 16TRAINING Hear them
out 1. Handle self first 2. Let the guest talk and vent 3. Listen, listen, listen 4. Don’t interrupt 5. Take notes to show
concernFILIPINO BRAND OF SERVICE EXCELLENCE 17TRAINING Emphatize 1. Take things from guest’s
perspective 2. Get in the shoes of the guests 3. Recognize his feelings

FILIPINO BRAND OF SERVICE EXCELLENCE 18TRAINING Apologize 1. Promptly apologize for the inconvenience
caused 2. Check your body language to show sincerity

FILIPINO BRAND OF SERVICE EXCELLENCE 19TRAINING Resolve the Concern 1. Act on the concern
immediately 2. Seek for guest’s suggestions to resolve the concern 3. Do not promise what you cannot deliver 4. Elevate
issues to authority when needed to avoid adverse consequencesFILIPINO BRAND OF SERVICE EXCELLENCE
20TRAINING Thank the guest 1. Thank the guest 2. Invite to visit us again

FILIPINO BRAND OF SERVICE EXCELLENCE 21TRAINING Summary Convert the complainer into a satisfied
customer Deal with complaints Sensitively, Courteously, Discreetly

FILIPINO BRAND OF SERVICE EXCELLENCE 22TRAINING RECAPMODULE 1: SERVICEEXCELLENCE AND

THE 7M’S OFFILIPINO VALUESMODULE 2: DELIVERINGEXCELLENT SERVICE USING THEGUEST
TECHNIQUEMODULE 3: THE HEART OFSERVICE RECOVERYFILIPINO BRAND OF SERVICE EXCELLENCE
23TRAINING