The Saint Louis University (SLU) Human Resource Department (HRD) conducted a learning session on “Workplace Etiquette, Customer Experience (CX), and Service Culture Excellence” on 26 June 2026, held in two batches, at the Fr. Theophile Verbist Hall, SLU Sacred Heart Medical Center–Medical Arts Building. The session aimed to strengthen the competencies of employees occupying frontline and client-facing roles across the University, including the Sacred Heart Medical Center, enabling them to deliver meaningful interactions and memorable stakeholder experiences.
On behalf of the Vice President for Administration, Atty. Shellah Yzanne P. Merced, HRD Director Jeremy Lee L. Dela Cruz delivered the opening remarks. Atty. Merced’s message emphasized that customer satisfaction is shaped not only by the quality of service provided but also by the soft skills and attitudes demonstrated by employees. The message also highlighted the importance of workplace etiquette in fostering respect, collaboration, and professionalism, noting that these values strengthen the University’s culture and support its commitment to Missio et Excellentia.
The resource speaker, School of Accountancy, Management, Computing and Information Studies (SAMCIS) Dean Glory I. Dela Peña, PhD, underscored the importance of treating every stakeholder with fairness, respect, and empathy. She highlighted that exceptional stakeholder experiences are built on six key elements of service excellence: service quality, communication, empathy, convenience, trust, and consistency. Through practical and relatable scenarios, she demonstrated how these principles can be applied in everyday workplace interactions, fostering a service culture that creates lasting and meaningful impressions.
In her closing message, Assistant HRD Director Jean Karen G. Jaime, reaffirmed the importance of delivering equitable, respectful, and people-centered service. She encouraged participants to apply the insights gained from the session in their daily interactions, emphasizing that every encounter—whether in academic, administrative, or healthcare settings—contributes to a positive stakeholder experience and reflects the institution’s commitment to service excellence.
As emphasized throughout the learning session, the guiding principles of service excellence are, “Tao ang sentro, serbisyo na may puso, at karanasang hindi malilimutan.” (“People are central to service with a heart. It’s an experience that can never be forgotten.”) By embracing these values, employees contribute to a culture of service excellence while supporting Sustainable Development Goal (SDG) 8: Decent Work and Economic Growth. (Article and Photos by: Jonalyn Palileo, Kristine Abad, Patricia Madria, Teressa Bety, BS Psychology Interns)
