fp Turks and Caicos

Thirty-seven FortisTCI Ltd. employees recently graduated from an intense, three-day Customer Service Programme developed and facilitated by Barbados Institute of Management and Productivity.

The course set out to enhance customer service skills provided by front line staff and promote successful customer-employee interactions.

Velma Wiltshire, BIMAP Management Counsellor, explained at the start of the programme that her goal was to transform participants into energetic winners in customer service. Wiltshire through role playing showed partakers the effects of positive customer experiences, being an effective listener, having the right motivation and addressing stress management in the workplace, the importance of consistent communication, and practicing excellent customer service every time internally and externally.

“Providing good customer service starts with the employee knowing how to serve their customer’s needs,” Wiltshire said. “If you can remember in every interaction that customer is king, everyone wins.”

The utility based in Providenciales expressed very early on that in 2012 they will focus on increasing customer relations and communications, having set a goal to be the leading company in customer service in the Turks and Caicos Islands by 2013.

“Our strategic destination is to be the best utility in the Caribbean,” said Allan Robinson, vice president of Customer and Corporate Services. “The delivery of exceptional customer service is a major benchmark in achieving our strategic objective, and a key cornerstone of our Mission Statement. We will settle for nothing less than to be the leader in customer service in the Turks and Caicos Islands.”

The most recent groups taking part comprised of a cross-section of employees including team members from North and Middle Caicos and AEP Ltd. in South Caicos.