BVIPA frontline staff complete enhanced customer service training
“In a concerted effort to elevate the overall customer experience, our front-line staff members underwent a refresher training in Customer Service during the week of May 15th, while managers received training in emotional intelligence within the subsequent week,” BVIPA said in a statement today, May 31, 2023.
It added that the training sessions were facilitated by Mrs Malcia Smith-Hamilton of Intuitive Coaching Consulting after the BVI Ports Authority recognised the vital role played by its front-line staff in delivering exceptional customer service and ensuring the satisfaction of visitors and stakeholders.
“Participants engaged in interactive sessions which included role-playing exercises. This enabled them to develop a deeper understanding of customers’ expectations, effective communication techniques, and problem-solving strategies,” the organisation added.
The workshop focused on the importance of making a good first impression, the importance of effective communication along with the importance of creating a positive customer experience, and understanding the bigger picture.
Managers underwent 2nd round of training
The authority said that following the successful training for front-line staff, its managers underwent emotional intelligence training, to better understand the significant impact emotional intelligence has on employee engagement, team dynamics, and overall organisational performance.
“The emotional intelligence workshop provided participants with skills and knowledge on self-awareness, empathy, active listening, and conflict resolution. Managers also learned techniques on how to foster a positive work culture and build strong, cohesive teams,” the release added.
BVIPA said it is aiming to continuously improve and invest in the growth and development of its employees, which in turn directly impacts the quality of service that is provided to our stakeholders, customers, and the public.
Managing Director of the Ports Mr Dean B. Fahie said, "At the Ports Authority, we are committed to providing exceptional service to our customers… We understand that our staff is the backbone of our organisation, and we believe that investing in their professional development will benefit both our staff and our customers."
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13 Responses to “BVIPA frontline staff complete enhanced customer service training ”
Try again Bvi ports because that manager needs several of such courses. Make sure that one is there next time.