CHED RO XI Conducts Filipino Brand of Service Excellence Training for Personnel
Davao City — The Commission on Higher Education Regional Office XI (CHED RO XI) conducted a Filipino Brand of Service Excellence (FBSE) Training for its personnel on April 21–22, 2026, at the CHED RO XI Function Hall, Loyola Street, Bo. Obrero, Davao City. The two-day activity was undertaken to strengthen the service culture of the agency and enhance the capacity of its personnel to provide responsive, professional, and client-centered public service.
The training formed part of CHED RO XI’s continuing efforts to promote excellence in public service by equipping its personnel with practical knowledge, skills, and attitudes necessary in dealing with clients and stakeholders. It emphasized that quality public service goes beyond the delivery of programs and services, requiring professionalism, empathy, courtesy, responsiveness, and a genuine commitment to meeting the needs of the public.
The activity was graced by Department of Tourism (DOT) Regional Director Tanya Rabat Tan, who delivered an inspiring message highlighting the importance of service excellence and professionalism in creating positive experiences for clients and stakeholders. She underscored the significance of the Filipino brand of hospitality as a valuable strength that can contribute not only to the tourism industry but also to the delivery of government services.
Director Tan’s message reinforced the importance of cultivating a culture where every interaction with the public becomes an opportunity to demonstrate courtesy, competence, and genuine concern. Her participation also highlighted the continuing collaboration between government agencies in promoting a shared commitment to excellence in service delivery.
The training was facilitated by Dr. Leomar Jay R. Oblianda, Education Supervisor II of CHED RO XI and a certified Filipino Brand of Service Excellence In-house/Enterprise Trainer. As facilitator, Dr. Oblianda guided the participants through the fundamental principles and practical applications of the FBSE framework, providing opportunities for participants to reflect on their existing service practices and identify ways to further improve their engagement with clients and stakeholders.
A significant component of the training was the discussion of the 7Ms of Filipino Hospitality and Service Excellence, which provided participants with a framework for understanding and demonstrating the distinct Filipino qualities that contribute to meaningful service experiences. The discussions encouraged participants to translate these principles into their day-to-day interactions and responsibilities as public servants.
The participants were likewise introduced to the G.U.E.S.T. Steps to Service Excellence, which emphasized a systematic approach to delivering quality service and creating positive client experiences. Through interactive discussions and learning activities, participants explored how the principles could be applied in actual workplace situations, particularly in responding to client needs, communicating effectively, and ensuring that concerns are addressed appropriately.
Another key component of the training was the H.E.A.R.T. of Service Recovery, which focused on appropriate approaches to handling challenging situations, addressing client concerns, and recovering from service-related issues. The session highlighted the importance of listening, empathy, accountability, responsiveness, and appropriate action in restoring client confidence and maintaining trust in public institutions.
The training utilized interactive learning engagements that allowed participants to actively participate in discussions, exercises, and practical applications of the concepts presented. These activities provided the personnel with opportunities to examine common workplace scenarios and develop appropriate responses consistent with the principles of service excellence.
Beyond the technical concepts, the training emphasized that every CHED personnel contributes to the overall public image of the agency. Each interaction, whether face-to-face, through telephone communication, electronic correspondence, or other service channels, represents an opportunity to demonstrate the values of professionalism and excellence expected from public servants.
The activity also reinforced the importance of sustaining a positive organizational culture in which service excellence becomes part of the daily practice of every personnel. By strengthening the competencies and service mindset of its workforce, CHED RO XI seeks to ensure that its programs and services remain accessible, responsive, efficient, and attuned to the needs of higher education stakeholders.
The FBSE Training formally culminated in a graduation ceremony held on April 27, 2026, during the Monday Convocation Activity at the CHED RO XI Function Room. The ceremony marked the successful completion of the training by the participating personnel.
During the ceremony, participants were formally awarded their Certificates of Completion and received their FBSE pins, symbolizing their successful participation in the training and their commitment to uphold the principles of Filipino hospitality and service excellence in the performance of their respective duties.
The awarding of the FBSE pins served as a reminder that service excellence is not merely a training concept but a continuing commitment. It represents the responsibility of every personnel to uphold professionalism, respect, courtesy, responsiveness, and genuine concern in every interaction with clients and stakeholders.
Through the conduct of the FBSE Training, CHED RO XI continues to strengthen its commitment to good governance, quality public service, and bureaucratic efficiency. The initiative reflects the Regional Office’s continuing efforts to develop a competent and service-oriented workforce capable of delivering higher education programs and services with excellence.
As CHED RO XI moves forward, the principles learned through the Filipino Brand of Service Excellence Training are expected to be translated into everyday workplace practices, further strengthening the agency’s culture of client-centered service and reinforcing its commitment to providing responsive and meaningful public service to the higher education sector in Davao Region.
