Commitment to Service: Strengthening Customer Care at UP Manila
Commitment to Service: Strengthening Customer Care at UP Manila
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Date: September 9, 2025 | 8:30AM - 12NN
Venue: Virtual via Zoom
Author: Sofia Ysabelle C. Julia
Human Resource Development Office
Government employees have and are mandated to serve the public its services with confidence, ethics, and ease, following the Republic Act 6713 or the “Code of Conduct and Ethical Standards for Public Officials and Employees” and the Republic Act 11032 or the “Ease of Doing Business and Efficient Government Service Delivery Act of 2018.” As a premier institution on health sciences, UP Manila employees are expected to embody the expectations of the said laws when at work. Customers and clients of the university are the testaments to the service and care provided by employees when interacting or transacting with them.
To ensure that the positive and amiable work ethic can be maintained, the UP Manila Human Resource Development Office (HRDO) conducted a virtual training entitled “Commitment to Service: Strengthening Customer Care in Government Training” which was held via Zoom last September 9, 2025, from 8:00 AM to 12:00 PM. This training aims to further enhance the employees’ capability in providing customer service by highlighting the aforementioned laws, types of effective communications to use in work, as well as handling difficult situations and commitments with clients.
The Director of the HRDO, Dr. Michael Antonio F. Mendoza, gave his opening remarks for the training. Dr. Mendoza recounted that government employees should express proprietary customer service and care towards its clients as well as hoped that this training will refresh their learnings and apply what they have learned in their daily work routines.
The invited resource speaker for today’s training is Mr. Jorel A. Manalo, the Supervising Administrative Officer of the HRDO of UP Manila. In this session, he delved deeper into the various laws regarding customer service and government employee conduct in order to further understand and appreciate the statements and its applicability in work settings.
He also pointed out the prohibitions and penalties when neglecting such work demeanor and what values one should always keep in mind when working in office (e.g., trust, accountability, respect).
Mr. Manalo also gave the audience the opportunity to share their ideas, opinions, or even feedback about the discussion that has transpired and how it affects their work routines. He also opened the floor for a quick Q&A session to address general and specific questions asked by the participants.
Afterwhich, Mr. Manalo continued on his talk but this time, he elaborated on ECS or Excellent Customer Service as well as confronting notions regarding customer service such as whether the client is always right, the expectations of customers when reaching out to government employees, and the different types of effective communication when handling difficult situations. Before he ended his session, he left the audience with a reminder to always have the HEART to oneself and when interacting with clients. That way, both the client and the employee will come to an understanding that is amenable to both parties.
In light of the training, the Learning and Development Section (L&D) of the UP Manila HRDO also gave its thanks to the attendees for joining the training, and endorsed its upcoming training and caravan that they may also want to consider attending as well as to visit the open courses offered in the L&D website which they can take during their available time.
We, the Learning and Development Section of the UP Manila HRDO, strive to deliver training programs and caravans that are both conducive and beneficial to our fellow UP Manila constituents. Look out for more exciting updates on events that we’ve got for you here at our website!
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