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FILIPINO BRAND OF
2022

SERVICE
EXCELLENCE
“It’s more fun in the Philippines!”

Engr. Ivan Shane M. Regaspi

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 LEARNING OVERVIEW
RATIONALE, ORAL EXPRESSION, SIGNATURE GESTURE, BRAND PROMISE

FILIPINO BRAND OF SERVICE EXCELLENCE

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 RATIONALE
THE FBSE IS ENVISIONED TO
STANDARDIZE EVERYTHING
THAT IS GOOD AND POSITIVE
ABOUT FILIPINO HOSPITALITY
AND SERVICE THAT CAN BE
USED BY ALL TOURISM
STAKEHOLDERS IN DEALING
WITH DOMESTIC OR
INTERNATIONAL TOURISTS

FILIPINO BRAND OF SERVICE EXCELLENCE

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 ORAL EXPRESSION
“MABUHAY!”
(LONG LIVE)

FILIPINO BRAND OF SERVICE EXCELLENCE

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 SIGNATURE GESTURE

OPEN PALM
TOUCHING THE
HEART

FILIPINO BRAND OF SERVICE EXCELLENCE

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 BRAND PROMISE
“IT’S MORE
FUN IN THE
PHILIPPINES!”

FILIPINO BRAND OF SERVICE EXCELLENCE

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LEARNING
OUTCOMES
MODULE 1: SERVICE
EXCELLENCE AND THE 7M’S OF
FILIPINO VALUES
MODULE 2: DELIVERING
EXCELLENT SERVICE USING THE
GUEST TECHNIQUE
MODULE 3: THE HEART OF
SERVICE RECOVERY
FILIPINO BRAND OF SERVICE EXCELLENCE
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 • Service Excellence – consistently
MODULE 1(7 M’s) meeting and at every opportunity,
exceeding the guest’s needs and
Service Excellence, 6 Tourism Touchpoints, provide them with a memorable
Social Media, 7M’s
and fun experience

FILIPINO BRAND OF SERVICE EXCELLENCE

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 6 TOURISM TOUCHPOINTS

WELCOME/ ACCOMODATI TRANSPORT

SHOPPING DEPARTURE DINING
ARRIVAL ON TOURS

FILIPINO BRAND OF SERVICE EXCELLENCE

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 SOCIAL
MEDIA
CUSTOMERS
SHARE THEIR
EXPERIENCES IN
SOCIAL MEDIA

FILIPINO BRAND OF SERVICE EXCELLENCE

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 7M’s of Filipino Values
1.Maka-Maylikha 5.Masayahin
2.Makatao 6.May Bayanihan
3.Maka-kalikasan 7.May Pag-asa
4.Maka-bansa

FILIPINO BRAND OF SERVICE EXCELLENCE

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 MODULE 2(GUEST) • Basic expectations of • Cost
guests:
Understanding the guests, addressing millennial • Convenience
market
• Comfort • Time
• Safety

FILIPINO BRAND OF SERVICE EXCELLENCE

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 GUEST
1. G-reet and engage your guest
2. U-nderstand the guest’s needs and preferences
3. E-ducate them and offer assistance
4. S-atisfy and surpass their needs
5. T-hank the guest/s
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 MODULE 3(HEART)
How to handle complaints

FILIPINO BRAND OF SERVICE EXCELLENCE

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 HEART
1. H-ear them out
2. E-mphatize
3. A-pologize
4. R-esolve the concern
5. T-hank the guest
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 Hear them out
1. Handle self first
2. Let the guest talk and vent
3. Listen, listen, listen
4. Don’t interrupt
5. Take notes to show concern
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 Emphatize
1. Take things from guest’s perspective
2. Get in the shoes of the guests
3. Recognize his feelings

FILIPINO BRAND OF SERVICE EXCELLENCE

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 Apologize
1. Promptly apologize for the inconvenience
caused
2. Check your body language to show sincerity

FILIPINO BRAND OF SERVICE EXCELLENCE

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 Resolve the Concern
1. Act on the concern immediately
2. Seek for guest’s suggestions to resolve the
concern
3. Do not promise what you cannot deliver
4. Elevate issues to authority when needed to
avoid adverse consequences
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 Thank the guest
1. Thank the guest
2. Invite to visit us again

FILIPINO BRAND OF SERVICE EXCELLENCE

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 Summary
Convert the complainer into a
satisfied customer
Deal with complaints
Sensitively, Courteously, Discreetly

FILIPINO BRAND OF SERVICE EXCELLENCE

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 RECAP
MODULE 1: SERVICE
EXCELLENCE AND THE 7M’S OF
FILIPINO VALUES
MODULE 2: DELIVERING
EXCELLENT SERVICE USING THE
GUEST TECHNIQUE
MODULE 3: THE HEART OF
SERVICE RECOVERY
FILIPINO BRAND OF SERVICE EXCELLENCE
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