The Faculty of Administrative Sciences at Universitas Indonesia (FIA UI) remains committed to providing the best service for both its academic community and external stakeholders. To achieve this, FIA UI organizes various programs and activities, including excellent service training for educational staff. This training aims to enhance their knowledge and understanding to deliver the highest quality service.

“Excellent service means providing service that exceeds customer or user expectations. As an educational institution, FIA UI must ensure outstanding service for both internal and external stakeholders. There are many aspects we need to learn and implement to achieve excellent service,” said Mila Viendyasari, S.Sos., M.Si., the keynote speaker at the Excellent Service Training event.

The training was conducted over two days, Monday, August 21, 2023, and Tuesday, August 22, 2023, at Room M 101, FIA UI Campus, Depok.

Another speaker, Rezi Arlansyah Soripada, M.Si., highlighted five key aspects of service quality that must be considered to achieve excellent service. The first aspect is tangibility, which relates to the visual nature of human perception. According to Rezi, service must be supported by proper facilities and professional appearance.

“The second aspect is reliability, which refers to our ability and skills in fulfilling our duties as both an institution and individuals. The third is responsiveness, which involves providing accurate information and necessary data to users or customers,” Rezi explained.

He continued, stating that the fourth aspect is empathy, which requires service providers to understand the needs and concerns of users or customers and offer appropriate solutions. The final aspect is assurance, ensuring the validity of information provided and guaranteeing support or solutions for any issues faced by customers or users.

During the training, participants were divided into groups and given case studies to solve using the principles of excellent service. Additionally, they were introduced to a seven-step complaint-handling process.

“The steps include adjusting your mindset, actively listening, repeating the customer’s concerns, showing empathy and apologizing. The next steps are providing a solution, following up with appropriate actions, and using feedback to assess whether the issue has been resolved effectively,” explained Mila.

The event saw the participation of around 80 active attendees, demonstrating a strong commitment to improving service quality within FIA UI.