GEAR UP on Effective Communication for Efficient Customer Service

Caption/Article by: Rovalie P. Tamayao and Xyle Gabriel P. Magdamit

Material/Graphics by: Jan-Jan S. Eslera, Jon Beaver A. Lagura, and Medrick D. Amis

In photo: GEAR UP Participants with LSP, Mr. Mark Joseph Cancino

The University of the Philippines (UP) Diliman continues to invest in employee development through its learning and development programs. On March 18, 19, and 21, 2025, the UP Diliman Office of the Vice Chancellor for Administration, through the Human Resource Development Office (HRDO), conducted the Growth, Excellence, and Attribute Refinement for UP Employees (GEAR UP) on Effective Communication for Efficient Customer Service at the UP School of Labor and Industrial Relations, bringing together UP Diliman employees to enhance their communication and customer service skills.

Chancellor Edgardo Carlo L. Vistan II opened the program, emphasizing that quality service is about trust, relationships, and professionalism. In his program overview, HRDO Director Prof. Arthur A. Gonzales III then encouraged the participants to actively engage in discussions and share experiences for a more meaningful learning experience.

On its first day on March 18, former UP Assistant Vice-President for Public Affairs Prof. Lydia T. Rodriguez-Arcellana, led the participants in refining their English writing and speaking skills through exercises on sentence structure, professional emails, and customer responses. She stressed the importance of empathy, clarity, and active listening in client interactions, encouraging continuous practice.

Meanwhile, in the March 19 session, Mr. Mark Joseph B. Cancino guided the participants through effective customer interactions, conflict management, and handling challenging clients. He highlighted the unique service environment of UP Diliman and introduced key techniques such as:

✔ Active listening – fully understanding concerns before responding.

✔ Empathy and reassurance – addressing frustrations while guiding clients toward solutions.

✔ Calm professionalism – maintaining a positive and composed demeanor.

Finally, during the culmination day on March 21, the participants applied their learnings on communication in customer skills through their collaborative case studies. Prof. Arcellana and Mr. Cancino provided constructive feedback to refine their approaches. A graduation ceremony followed, where Vice-Chancellor for Administration Adeline C. Pacia graced the event, awarding the participants and bestowing special recognitions to outstanding participants.

In her closing remarks, Vice-Chancellor Pacia reinforced that customer service is about creating positive experiences, encouraging employees to apply their skills with professionalism and care. With renewed confidence and practical tools, GEAR UP graduates are now better prepared to uphold UP Diliman’s commitment to excellence and public service.

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