🚀 Shaping Service Champions: A Journey Through GEAR UP Training

The Growth, Excellence, and Attribute Refinement for UP Diliman (GEAR UP) on Effective Communication for Efficient Customer Service was a 3-day journey filled with energy, learning, and collaboration, designed to help our employees sharpen their communication skills and deliver even better customer service. With interactive sessions, hands-on activities, and plenty of “aha!” moments, participants discovered how small changes in communication can create big impacts in client experience.

✨ Day 1: Setting the Tone for Service Excellence

The training began with Opening Remarks from HRDO Director Arthur A. Gonzales III, PhD, who reminded everyone that continuous improvement is key to growing as public servants. He emphasized that effective communication and efficient service delivery are at the very core of our work.

HRDO Deputy Director Kristian July R. Yap followed walking us through the overview of the program and its objectives, reminding everyone why we are here. He emphasized that the program is designed to provide them with practical tools but it can only be effective if the participants are fully engaged and committed to the program.

In the training proper, the learning service provider, Mr. Mark Joseph B. Cancino stressed that government institutions should set the standard for customer and public service. Participants explored the 3Cs of Customer Service – Customer Journey Consistency, Emotional Consistency, and Communication Consistency. Through interactive discussions and role-plays, they practiced how to create positive client experiences from start to finish.

Participants also mapped their customer touchpoints, identified Moments of Magic vs. Moments of Misery, and brainstormed value-added services (from offering coffee to remembering names), proving that every detail counts in creating memorable service.

The day wrapped up with a self-assessment using the CHEARIC Ambassadors framework (Controller, Hard Worker, Empathizer, Accommodator, Rock, Innovator, Competitor), where participants reflected on their strengths and areas for growth as service ambassadors.

🌍 Day 2: Communicating Across Channels

Day 2 placed the spotlight on communication mastery – whether written, spoken, or nonverbal. Facilitated by Mr. Cancino, participants explored the principle that “You cannot not communicate” and practiced the 3x3 Writing Method to improve clarity and tone in emails, memos, and letters. Engaging grammar exercises on dangling modifiers, prepositions, and parallelism sparked laughter while sharpening everyone’s skills.

A highlight was the session on Phone Conversations, where participants learned proper call etiquette, practiced transferring calls, and even used the NATO Phonetic Alphabet (“Alpha, Bravo, Charlie…”) to ensure accuracy.

The afternoon focused on Conflict Management, a crucial skill when dealing with challenging clients. Using the HEAT Method (Hear, Empathize, Apologize, Take Action), participants role-played tough customer scenarios, transforming conflicts into opportunities to build trust and satisfaction.

🎤 Day 3: Showcasing Skills and Celebrating Success

The final day was all about application and celebration! Participants worked in groups to present their Capstone Projects, creatively demonstrating how they would apply the lessons from the training to real-world service challenges.

Providing valuable insights and constructive feedback were learning service provider Mr. Mark Joseph B. Cancino and subject matter expert Asst. Prof. Christine Joy A. Magpayo, who guided the discussions and highlighted the strengths and areas for improvement in each presentation.

The program concluded with a cheerful Graduation Ceremony, celebrating not just the end of the training, but also the beginning of stronger, more confident communicators and service champions in our workplace.

The GEAR UP Training wasn’t just about techniques – it was about embracing the heart of public service: making every client feel valued, respected, and heard. With the guidance of our facilitators and the enthusiasm of the participants, we are gearing up for a future where every interaction is an opportunity to deliver excellence.