On November 30 – December 1, 2024, the Faculty of Public Health (FPH) at the Universitas Indonesia (UI) held a workshop for both sectoral and non-sectoral fields at the Aston Hotel in Bogor. This event, which included training on excellent service and the presentation of public satisfaction survey results on services at FPH UI, aimed to enhance the quality of services within FPH UI and gain insights into the public’s perception of the services provided by the faculty.
“Excellent service is a contribution made by all staff. It is something that needs to be constantly practiced, not only in terms of facilities and technology that expedite services but also, just as importantly, the staff’s ability to deliver the service. Therefore, this event is crucial to understand and learn what needs to be prepared in delivering excellent service at the faculty. In addition, service provision must also be monitored through post-service surveys that provide good feedback for improvement. The results of this survey will later be presented by the Faculty Secretary as an evaluation of the services we have provided to our customers,” said Dr. Milla Herdayati, S.K.M., M.Si., Vice Dean for Resources, Venturing, and General Administration at FPH UI, in her opening remarks.
The excellent service training was led by expert speaker Vida Bahsuan, a Customer Experience Expert, former Vice President at PT Indosat, former Personal Assistant to the CEO at PT Indosat, and Commissioner at PT Astana Corpora Utama. In this session, Vida shared important insights on quality service standards, including effective communication, complaint handling, and the application of professionalism in all service aspects. Participants, consisting of administrative staff from the sectoral and non-sectoral fields as well as department secretariat staff at FPH UI, were encouraged to understand and practice the concept of excellent service, which is expected to be implemented in every interaction with students, staff, and external parties.
“Excellent service is not just about fulfilling needs, but also creating a positive experience for everyone we interact with. Effective communication is key to building good relationships, whether with students, faculty, alumni, or the public. Listening attentively, providing clear and timely responses, and showing empathy in every situation are fundamental in delivering satisfying service. It is about service that is not only efficient but also touching and strengthening relationships with everyone involved,” said Vida Bahsuan during her presentation.
Additionally, the Faculty Secretary of FPH UI, Nelasari M.K.M., presented the results of the public satisfaction survey on services at FPH UI. Nelasari shared survey data that showed the satisfaction level of FPH UI stakeholders regarding various services at the faculty. This presentation provided a clear picture of areas that need improvement and the steps that can be taken to ensure higher satisfaction levels.
To ensure that the training material was well absorbed by the participants, the workshop also gave each working unit the opportunity to perform role plays based on consumer types they encounter in service experiences. The role plays not only sharpened insights but also added an engaging and entertaining aspect to the workshop.
FPH UI is committed to continuously improving the quality of service to create a positive experience for all stakeholders. This event also served as a moment to strengthen the synergy between sectors to realize the faculty’s vision and mission for a better future.
The event was also attended by the Dean of FPH UI, Prof. dr. Mondastri Korib Sudaryo, M.S., D.Sc.; Vice Dean for Education, Research, and Student Affairs at FPH UI, Dr. Ir. Asih Setiarini, M.Sc.; and the Manager of Cooperation, Alumni Relations, and Venturing at FPH UI, Prof. Indri Hapsari Susilowati, S.K.M., M.K.K.K., Ph.D. (wrk)