May 17, 2025 | ELEVATING FRONTLINE SERVICE EXCELLENCE: Winning Customer-Member Loyalty “Serving with a Heart”

The Taguig Cooperative Development Office (TCDO), together with the Taguig City Cooperative Development Council (TCCDC), our Cooperative Unions COUNTPA and UDPSC, in collaboration with the Department of Trade and Industry – National Capital Region Office -Area 2(DTI-NCRO), successfully organized a capacity-building seminar entitled “ELEVATING FRONTLINE SERVICE EXCELLENCE: Winning Customer-Member Loyalty – Serving with a Heart.” This impactful development initiative gathered close to 200 enthusiastic participants from various cooperatives across Taguig, all of whom play essential roles on the frontline of cooperative service. The seminar was facilitated by Mr. Jesus Francisco Villamor IV, a Subject Matter Expert (SME) from the DTI-NCRO. Mr. Villamor, a consultant, trainer, and entrepreneur, delivered a highly interactive discussion focused on enhancing customer service excellence within the cooperative context. Throughout the session, Mr. Villamor emphasized the crucial role of empathy, passion, and commitment in delivering quality service to customer-members. He explored the cooperative philosophy of people-centered service, underlining that the foundation of loyalty lies not only in efficiency but in genuine care for the members’ needs. His talk also included effective strategies for handling challenging customer-member interactions, turning difficult moments into opportunities for trust-building and relationship strengthening. The seminar was far from a typical lecture—it was a dynamic and engaging experience. Participants were encouraged to actively share their experiences through group discussions and collaborative brainstorming activities. These practical sessions allowed them to reflect on real-world service challenges and collectively design solutions, fostering a stronger sense of unity and purpose among cooperative frontliners. This one-day learning event proved to be both productive and eye-opening. It reinforced the idea that frontline staff are more than just the “face” of the cooperative—they are key ambassadors who shape members’ experiences and build lasting relationships. Looking Ahead With the success of this seminar, TCDO recognizes the critical role of both leadership and frontline personnel in driving cooperative growth. Hence, future programs will continue to expand, not only for cooperative leaders and managers but also for those on the ground who engage daily with customer-members. These are the individuals who bring the cooperative values to life in every transaction, conversation, and act of service. Together, we move forward with one goal: to serve with heart, empower with knowledge, and inspire loyalty through genuine care.