Empowering Frontline

Service to Improve
Customer Satisfaction
 Hello!

I am APRIL V. ZABALLA-LUZON
Director, Institutional Planning and Development
CAMARINES SUR POLYTECHNIC COLLEGES,
Nabua, Camarines Sur

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 Topics

- Professionalism
- Definition of Work Ethics
- Characteristics of Work Ethics
- Improving Productivity
- Quality Customer Service
- Relevant laws on Improving Customer
Service in the Philippines

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 Activity 1

▪ Lets see how well you ▪ Shape of your face and

want to project kilay is life
yourself and how ▪ Eyes
others affect your ▪ Nose
image when faced with
▪ Ears
stress!
▪ Lip
▪ Hair

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 frontline service
a service, such as
the education or health system, that
is run by
the government to provide QUALITY
services directly to members of
the public
:

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 How would you like your
clients to feel?

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 1 Professionalism

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 What do we mean when
we say:
“Act like a professional.”

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 Professionalism

▪ Professionalism isn’t just a set of

appearances – neatness, good
grooming, “shop talk” and the like. Nor
is it just technical skill; many
technically skilled people are not really
professional.
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 Professionalism

▪ Professionalism is defined by who you

are (inner character), what you do
(behavior exhibited) and how others
perceive you (image projected).

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 To be a
Professional
needs a strong
WORK ETHICS

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 Definition of Work Ethics

▪ Work ethics are set of standards and rules that are required by an
individual for satisfactory work performance
▪ Work ethics have two types:
1. Personal (i.e. Sincerity, respect for the job, regularity, punctuality,
seriousness)
2. Specific to a work situation
- Keeping certain information confidential
- Maintaining cordial relation with and agencies
- Being prepared to take up new tasks

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 Characteristics of Work
Ethics

- Attendance - Productivity
- Character - Organizational Skills
- Teamwork - Communication Skills
- Appearance - Cooperation
- Attitude - Respect

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 Attendance

Attendance often have

a large impact on
individual and team
success. Absenteeism
can also profoundly
impact job
performance and
retention.
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 How to Maintain Good
Attendance

▪ Make work a high ▪ Get enough sleep

priority (but do not ▪ Arrange your
worship your work) transportation
▪ Know your schedule ▪ Inform your supervisor
▪ Make use of an alarm of an absence
clock

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 Teamwork

▪ Respecting the rights ▪ Displaying a customer

of others service attitude
▪ Being a team worker ▪ Seeking opportunities
▪ Being cooperative for continuous learning
▪ Being assertive ▪ Demonstrating
mannerly behavior
▪ Respecting
confidentiality
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 Appearance

“ A person makes their first impression

of someone in three seconds.”

- Dress Appropriately
- Personal Hygiene
- Good Manners and retention.

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 Appearance “ A person makes their
first impression of
someone in there
seconds.”

- Dress
Appropriately
- Personal Hygiene
- Good Manners and
retention.
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 Attitude

▪ Demonstrating a
positive attitude
▪ Appearing self-
confident
▪ Having realistic
expectation for self

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 Productivity

▪ Following safety
procedures
▪ Conserving
materials
▪ Keeping the work
area neat and clean
▪ Following
directions properly
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 Organizational Skills

▪ Preparing for assignments at home

▪ Prioritize – what’s most important?
▪ Set timetables – list what you have
achieved and what is still/are pending.
▪ Spend time wisely

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 Organizational Skills ▪ Preparing for
assignments at
home
▪ Prioritize – what’s
most important?
▪ Set timetables – list
what you have
achieved and what
is still/are pending.
▪ Spend time wisely
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 Communication Skills

▪ Verbal or non-verbal must be clear

▪ To the point
▪ Empathetic (showing the ability to
understand the feeling of others)
▪ We must always treat others as we
would like others to treat us.

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 Communication Skills ▪ Verbal or non-
verbal must be
clear
▪ To the point
▪ Empathetic
▪ We must always
treat others as we
would like others to
treat us.

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 Cooperation

▪ Developing good working

relationship
▪ Following the chain of
command
▪ Good at conflict
management
▪ Being a good problem
solver
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 Respect ▪ Work to the best of
your ability
▪ Do what’s asked
the first time
▪ Accept and
acknowledge an
individuals talents
and knowledge

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 2
Workplace
Etiquette and
Manner

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 Definition of Etiquette

Etiquette are rules The practices and It is defined as

governing socially forms prescribed good behavior
acceptable by social which
behavior. convention or by distinguishes
authority human beings
from animals

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 The why’s
of
Etiquette?

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 The Whys of Etiquette:

▪ To avoid negative confrontation

▪ To avoid politics, i.e., in the office or
workplace
▪ To communicate effectively with an
opposing opinion of another person

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 The Whys of Etiquette:

▪ To be organized and in a uniformed

way.
▪ Avoid work-place tension / conflicts
▪ To avoid employee stress

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 The Whys of Etiquette:

▪ To avoid misunderstandings
▪ Employee job satisfaction
▪ Increase productivity
▪ Get the job done
▪ To make the workplace a happy,
stress-free place
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 Reminders!!!!!

Sensory
reminders of
how to get
along in the
workplace
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 Reminders:

▪ Monitor the volume of conversation

▪ Keep the personal telephone
conversation and emails to a
minimum
▪ Maintain privacy – keep all workplace
conversations professional
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▪ Avoid interruptions
 Reminders:

▪ Use appropriate tone of voice

▪ Do not gossip
▪ DO NOT USE CELLPHONE WHEN YOU
ARE IN A BUSINESS MEETING

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 BENEFIT
OF GOOD
WORK
ETHICS
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 BENEFIT OF GOOD WORK
ETHICS

▪ Good work ethics will accomplish the following

goals:
- Positive work ethics skill make for more
employable and valuable employees
- Employers will have workers with desirable
habits
- More motivated and attentive workers
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 BENEFIT OF GOOD WORK
ETHICS

▪ Good work ethics will accomplish the following

goals:
- Positive work ethics skill make for more
employable and valuable employees
- Employers will have workers with desirable
habits
- More motivated and attentive workers
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 3
UNETHICAL
PRACTICES ON
THE PART OF
EMPLOYEES
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 UNETHICAL PRACTICES
ON THE PART OF ▪ Lagay, Lusot and
EMPLOYEES Lakad
▪ Palakasan
▪ Discourtesy
▪ Improper Use of
Office Materials
▪ Pilferage
▪ Gossiping and
Bootlicking
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 Lagay, Lusot and Lakad Lagay is a Filipino term,
which means, “to bribe”,
referring to the act of
giving and/or receiving a
bribe, or it could refer to
anything given to
someone (e.g) government
employee) to induce him to
act dishonestly or to spur
him to work well and fast.

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 Lagay, Lusot and Lakad Lusot means evading
something, perhaps
blame for an
unaccomplished task,
by escaping through a
hole or an opening. In
the workplace, it is
commonly understood
as the act of getting
out of a “tight fix” or a
difficult situation.
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 Palakasan
This refers to the
unethical practice of
giving preferential
treatment to a
particular client to the
unfair disadvantage of
others.
- ‘familistic society’

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 Discourtesy

Too many arrogant

employees in the
workplace. They can
be unfriendly,
unapproachable,
impolite, and can
make the company’s
clients feel
uncomfortable.
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 Improper Use of Office Using office materials
Materials for personal benefit
(project ng anak,
invitation sa binyag or
kasal)
- Use of materials
carelessly (computers
as in typing in an old
fashion Typewriters,
photocopiers, plugging
220 volt computer to a
110 volt socket)
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 Improper Use of Office “Primitive people do
Materials not only live in
mountains;
anthropologists
should be informed
that most of them are
living in air-
conditioned offices!”
- Archimedes Articulo,
Values and Work
Ethics)
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 Pilferage
- Stealing small items
owned by someone
else, in this case,
the employer or the
company.
- “Rats infest not only
houses, but also the
civil service!”
- Small stuff? It is still
stealing
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 Gossiping and Bootlicking
Favorite pastimes of
employees is idle talk
or malicious gossip.

Bootlickers or Apple-
polishers are persons
who desire to be
promoted at the
expense of tarnishing
the image and dignity
of their co-workers.
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 4
Updates TO
IMPROVE
CITIZEN
SATISFACTION

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 Relevant Laws and Updates

▪ Strategic Performance Management

System (SPMS)
▪ Performance-Based Bonus
▪ PRIME-HRM
▪ Ease of Doing Business (RA 11032)
▪ ARTA
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 Customer Satisfaction
Survey

▪ How well were you served during

the visit?
▪ Any feedback regarding your
experience?
▪ Please tell us how we might better
serve you in the future?
▪ How often have you been visiting
this office?

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 8 Ways to

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Empower
Frontline Staff
to Improve
Customer
Satisfaction
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 1. Give Frontline Staff a
Say
▪ Before you sit down with fellow leaders in your company to
make strategic business decisions that directly affect your
customers, make sure to consult frontline staff for valuable
feedback. After all, frontline employees are likely to possess
nuggets of knowledge that aren’t possible to ascertain from
customer feedback forms, no matter how well-designed
your forms are.

Furthermore, by giving frontline staff a say in these

matters, they feel the intrinsic motivation that their jobs
matter and that what they do makes a real difference to the
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business.
 2. Ask the Right Questions

▪ There is no use in requesting feedback from

frontline staff if the questions you ask of them
are not about things that actually impact the
business. Companies have a tendency to not
ask the right questions when looking for
feedback. Focus on relevant topics that are
pivotal in terms of delivering an excellent
customer experience in the future.
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 3. Communicate Results

Giving frontline staff a say and asking the right questions is a good
starting point. However, it is not likely to lead to long-term
empowerment if you don’t communicate the results back to employees
working on the front line.

Inform employees of the precise steps you plan to take based on the
feedback they’ve given. When employees see concrete examples of
their suggestions being taken seriously, they will respond positively to
future requests for feedback. If frontline employees feel like their ideas
go into a void, never to be seen again, they will feel less inclined to
improve upon future suggestions.

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 4. Recognize and Reward
Great Frontline Work

▪ Frontline staff are more likely to go out of their way

to solve complicated customer problems and make
customers happy when they know their leaders
appreciate the work they do. Research suggests
that 66 percent of employees would quit their jobs if
they felt unappreciated.

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 5. Take a New Recruitment
Approach

▪ To ensure your frontline staff can deliver an excellent customer experience

every time, you may need to make adjustments to your recruiting process.
Specifically, it’s a good idea to strongly emphasize customer service skills
throughout the recruiting and selection processes.
▪ Group Interviews
▪ Role Play scenarios

By hiring customer-oriented people from the beginning

with intelligent recruitment and selection, you’ll already be
one step ahead in terms of ensuring friendly service.

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 6. Invest in Your
Onboarding

▪ If onboarding your new employees consists of reading a few documents and

watching a video, you are not empowering those employees to deliver
maximum customer satisfaction.

Consider providing a structured training program wherein the aim is to

teach new frontline employees everything they need to know
to empathize with customers and meet their needs. When new frontline
employees see the seriousness with which their roles are treated and the
investment that has gone into ensuring they are equipped to handle their
positions, these staff members will be ready from the start to take on a
customer-centric approach.

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 7. Focus on Purpose, Not
Rules

▪ Imposing strict rules on frontline workers is a limited

leadership approach that restricts any effort to empower
frontline staff. Effective management of frontline
employees in contemporary businesses is about providing a
common purpose of meeting customer needs and advising
employees about certain criteria they can use to best deal
with customers, as the situation calls for it.
▪ What is the reason of existence?

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 8. Improve Team
Communication with
Technology

▪ The wonders of modern technology

mean that you can make use of
application services to enhance team
communication, empowering
employees to better connect with end
customers.
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 4.1 Trillion 2020 Budget is 12% Higher than the previous budget

673.6 B (2020)
Whoa! That’s a big number, aren’t you proud?
12% Higher than previous budget

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 PLEDGE OF
COMMITMENT

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 PANUNUMPA NG
LINGKOD BAYAN

Ako’y isang lingkod bayan. /

Katungkulan ko ang maglingkod ng buong katapatan at kahusayan
/
at makatulong sa katatagan at kaunlaran / ng aking bayan. /
magiging bahagi ako / ng kaayusan at kapayapaan sa pamahalaan /
at magiging halimbawa ako / ng isang mamamayang masunurin /
at nagpapatupad ng mga umiiral na batas at alituntunin /
nang pantay-pantay at walang kinikilingan. /

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 PANUNUMPA NG
LINGKOD BAYAN

Magsisikap akong patuloy na maragdagan /

ang aking kabatiran at kaalaman. /
Ang bawat sandali ay ituturing kong gintong butil /
na gagawing kapaki-pakinabang. /
Lagi kong isasaalng-alang / ang interes ng nkararami /
bago ang pansarili kong kapakanan. /

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 PANUNUMPA NG
LINGKOD BAYAN

Isusulong ko ang mga programang mag-aangat /

sa antas ng kabuhayan ng mga mahihirap / at aktibo akong
makikibahagi /
para sa mga dakilang layunin sa lipunan. / Hindi ako magiging bahagi /
at isiswalat ko ang anumang katiwalian / na makaaabot sa aking
kaalaman. /
Sa lahat ng panahon, / aking pagsisikapang makatugin / sa hamon sa
lingkod bayan. /
Ang lahat ng ito / para sa ating Dakilang Lumikha / sa ating bayan. /
Kasihan nawa ng Panginoon.
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 PLEDGE OF
COMMITMENT

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 The process is easy

PLan Do Check Act

Repeat again and again until mastery is achieved!

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 THANKS!

Any questions?

Email : aprilzluzon@cspc.edu.ph
FB: Vktoria Halen / April ZLuzon

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