WORC staff trained in customer care

| 17/02/2019
CNS Local Life
WORC leaders train staff in customer care (CLICK TO ENLARGE)

(CNS Local Life): Staff of the newly formed Workforce Opportunities Residency Cayman (WORC) Department received customer care training in January as part of the department’s effort to establish a customer-centric culture. “Early in the conceptual stages of WORC, we surveyed staff, seeking their vision of what the new WORC culture should look like,” said WORC Director Sharon Roulstone in a press release.

“Overwhelmingly, the response was that WORC should be a customer service-centric organisation. We are building our processes with our customers, internally and externally, at the heart of the services we will deliver at WORC. Our customer care staff training is a first step, a small cultural change we can achieve now ahead of the bigger customer care changes to come as WORC continues to emerge.”

The training was first piloted in late 2018 with a group of about 20 staff from various levels of management and was so well received that in early January it was rolled out to 72 other staff members, the press release said.

The training was conducted twice weekly by the department’s customer care management meam. It was developed internally from existing customer service training materials, including the customer service principles of the Deputy Governor’s 5-Year Strategic Plan for a World Class Civil Service and fundamentals from the Department of Tourism’s PRIDE programme, as well as international best practices.

“Customer care is the ‘lifeblood’ of every service organisation and with WORC being a customer-centric department, it was imperative that our staff be trained in customer care to prepare us for a new culture,” said head of customer care and training facilitator, Renda Cornwall. 

The topics covered during the sessions included customer care principles, customer interactions and WORC’s customer service charter, which outlines the standards by which the department will deliver customer care to customers.

Participants took part in role play where they broke into small groups to review case studies and reenacted them in front of their peers for feedback, “giving participants the tools and confidence needed to address any future customer service situations”, the press release said. Participants also completed a personal self-assessment to help evaluate their current customer-care skills.

“The training was a great reminder of the responsibility we have to deliver quality service to our customers, and it provided useful strategies for us as staff members to deliver on that commitment,” said participant Krista Wood, who is a senior processing officer.

WORC will provide continued training over the next few months, focused on topics such as compliance, business etiquette and communications.

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Category: Civil Service

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  1. Anonymous says:

    Please hurry up and roll it out to the counter staff. I was there in January and the lady who I ended up with refused to engage in any conversation or provide any help. She was really cold. I was there again last week saw a different lady who was as pleasant and helpful as can be, and I can’t tell you how much of a welcome, refreshing change it was compared to previous visits over the years.