Public service leaders complete customer service course

The public service has announced that customer service leaders have completed the “Train the Trainer Customer Service Course,” facilitated by Virgin Atlantic Limited.

The training was conducted through the Virgin Islands Public Service Learning Institute and engaged individuals in sessions that targeted their understanding of customers and their needs and engaging customers at a professional standard among other modules.

Permanent Secretary (PS) in the Deputy Governor’s Office, Sharleen DaBreo-Lettsome, said it is important to ensure that individuals charged with leading customer service are continuously exposed to international standards for customer service. The PS noted that this was essential as the government works towards building a world-class public service.

Dabreo-Lettsome said customer service professionals from Virgin Atlantic Limited conducted the training and attendees gained a detailed understanding of how the company has built its customer service model and received guidance on how to apply these best practices to the Public Service.

She pointed out that Virgin Atlantic was awarded “World’s Best Airline” in 2021 at the TTG Travel Industry Awards — a travel awards programme that is noted as the “toughest” and “most coveted” — and said this is a testament to their globally recognized customer service programme.

Meanwhile, Director of Customer Service, Kedimone Rubaine, explained that a major component of the plan to curate an exceptional customer experience is ensuring that we can continue to look at how we do things and identify where we can improve.

“Virgin Atlantic has given us a fresh perspective and we look forward to implementing some excellent initiatives,” Rubaine stated.

She further advised that customer service leaders will give input into the training modules and customize these for the public service.

Training for the public service will begin in early 2024 and officials are expected to work with the frontline officers at ports of entry and other highly-trafficked customer-facing departments.

Interim Director of the Virgin Islands Public Service Learning Institute, Connie George, described the training as a welcomed advancement on the government’s mission to expand the development of customer service professionals.