Twenty-seven persons from the public and private sectors are now better equipped to deliver exceptional customer service in the Virgin Islands.
The individuals recently completed a two-day Master Trainer Workshop in the BVI Guest Experience Service Framework hosted by the BVI Tourist Board in collaboration with the Office of the Deputy Governor and the Department of Human Resources Learning and Development Unit.
The workshop was facilitated by trainers from the world-renowned Disney Institute, and was centred on the Customer Service Framework. Participants were introduced to the Common Purpose, Service Standards and Service Behaviors said to be the foundation to create and maintain a distinctive culture of service in the Territory, while exceeding the service expectations of customers.
Permanent Secretary (Acting) in the Office of the Deputy Governor, Mrs. Carolyn Stoutt Igwe, said the workshop fits into the One Public Service campaign as it marked the beginning of a partnership on the journey towards Public Service Excellence.
Mrs. Stoutt Igwe said, “We are seeking to change the culture of service in the Public Service of the Virgin Islands. While we know that there are ministries and departments that provide excellent service, we are seeking to ensure that across all ministries the service we provide is driven with one purpose, one set of standards and that our clients can expect one set of service behaviors from us as public officers.”
She added, “What we desire most from the Public Service is excellent service, at all levels, to both internal and external customers. I think we all will agree that our service to clients must improve, so this workshop is a catalyst for this change.”
The workshop was held on April 27 and 28 and prepared the Master Trainers to successfully deliver the 90-minute guest experience programme to their local teams in the workplace. It also promoted consistent service experiences across service providers and ensured a uniform platform for the deployment of the principles behind the established BVI service framework.
Over 1,000 persons from across the Territory have received training in the Disney Guest Experience workshops and 77 persons are now Master Trainers.
The Customer Service Framework introduces participants to a common language to deliver an exceptional BVI Guest experience to internal and external clients in the tourism sector and by extension, the Public Service.
The Office of the Deputy Governor will be launching a similar Customer Service Framework for the Public Service later this year as it seeks to fulfill one of the public service priorities, “Service to Clients.”
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Photograph attached: A group photograph of the 27 newest Master Trainers along with the Disney Institute facilitators at the BVI Guest Experience Service Framework hosted by the BVI Tourist Board in collaboration with the Office of the Deputy Governor and the Department of Human Resources Learning and Development Unit.