Customer-service specialist lands top employee nod

| 23/05/2016
CNS Local

The entire Lands & Survey Department celebrates Philbert McFarlane’s (front, second from left) award, as he sits with (L-R) Alan Jones, Franz Manderson and Rupert Vasquez

(CNS): Lands & Survey Department employee Philbert McFarlane has been named the Cayman Islands Government Employee of the Month for March. Cited for being helpful, pleasant and informative, McFarlane’s customer-service skills makes him one of the “go-to employees” within the department, said director Rupert Vasquez. “Philbert’s caring attitude has people standing in line waiting for him to tend to them,” he said.

“He can be counted on to be the first to take on a distraught or demanding client. His empathetic ear helps him to outline clear plans of action to assist clients with their needs.”

According to a government press release, McFarlane has been known to go out of his way for clients who may have experienced setbacks when dealing with other departments, even though this may be viewed as outside of the ambit of Lands & Survey.

This is not the first time he has been acknowledged for excellence in service; he was named the department’s Employee of the Year in 2007. McFarlane started working at Lands & Survey nearly 28 years ago as a field assistant. Several years ago he was promoted to land registry assistant with customer-service duties. He has also received several commendations from customers saying they are grateful for the level of care he provides.

“He treats everyone with the same courteous and professional manner and always strives to ensure that each customer is dealt with swiftly and efficiently,” said Alan Jones, chief officer in the Ministry of Planning, Lands, Agriculture, Housing & Infrastructure.

Deputy Governor Franz Manderson congratulated McFarlane for being a role model to his department and to the larger civil service. “You have most-ably represented the Lands & Survey Department and indeed the Cayman Islands Government,” he said.

Manderson continued: “You are dependable, considerate and consistently offer solutions to the issues. You ensure that you treat everyone as a valued client, which leaves them with the distinct feeling of being treated fairly and special. Your daily interactions with customers let them know they are important.”

The deputy governor added that as more civil servants get recognised for their customer service, he wants them to know “their efforts are appreciated and valued”.

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Category: Civil Service

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