Held in the Makara 04 Smart Meeting Room, 1st Floor, Dean Building, the training was opened by Prof. Ir. Mahmud Sudibandriyo, M.Sc., Ph.D., the Vice Dean for Resources, Ventures, and General Administration. In his opening remarks, he stated, “This training has long been planned as part of FTUI’s effort to enhance its services, especially in public-facing roles. It is specifically designed for FTUI front-line staff, especially secretarial staff who interact daily with our customers. FTUI, as an educational institution, not only operates in education but also in educational services to our stakeholders; therefore, we must provide them with the best service possible.”
“As front-line staff, we must always be ready to serve because our service quality significantly impacts customer satisfaction. When customers are satisfied, complaints decrease, and their positive experiences spread by word of mouth. Remember, word of mouth remains the most effective marketing strategy, even more powerful than using brand ambassadors. In the education sector, the power of word of mouth is crucial for building reputation and trust. Therefore, our service must always be oriented toward customer satisfaction,” expressed Tikka Anggraeni, S.Sos., M.Si., CPR, Senior Advisor to the Dean for Public Communication and General Administration.
In a separate statement, Prof. Dr. Heri Hermansyah, S.T., M.Eng., IPU, Dean of FTUI, said, “Service excellence is a critical aspect of every successful institution. Through this training, we aim to foster a culture of continuous improvement in serving our students, faculty, and partners. We believe that by enhancing service quality, FTUI can create a more supportive, efficient, and inspiring environment for all involved. This initiative reflects our commitment to not only meet but exceed expectations in providing the best service at every level.”
The Service Excellence Training was organized by the Public Communication and General Administration Unit and attended by 40 participants representing each work unit and department within FTUI. The training was divided into two sessions: Theory Class and Practical Class (role play). Topics covered included the pillars of service excellence, understanding customer characteristics, customer handling, and effective communication. Participants are expected to apply the knowledge gained to create responsive, professional, and user-oriented services.
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Public Communication Office
Faculty of Engineering, Universitas Indonesia
