By L.K. Hewlett
We see it, hear it, and experience it on a regular basis. Bad customer service is fast becoming akin to a national pastime. Too often we dismiss such occurrences saying ‘that’s just how they behave’, or ‘they don’t mean anything by it’. ‘Good morning’ and ‘Would you like some help?’ have been replaced with cold, hostile stares and ‘What you want?’
Common courtesy has ceased to be common; it has in fact become a rarity, so much so that when we do experience the slightest hint of good manners from an individual, we ask ‘Are you from St. Kitts?’
If asked, who among us cannot recount numerous experiences with behaviour and attitudes that were downright rude, even bordering on offensive. Whether persons are communicating with each other or with visitors, good manners and quality customer service must play a vital role in our everyday interactions.
This high level of service is even more important in today’s society as St. Kitts/Nevis economy has shifted its focus from the Sugar Industry to Tourism and related services. Quality customer service needs to be exercised by all; from the drain sweeper, to the waitress, to the teacher, to the doctor, to high-ranking officials.
Having recognised this, the St. Kitts Tourism Authority and the St. Kitts & Nevis Hotel and Tourism Association hosted a 2-day Quality Customer Service Workshop this Tuesday And Wednesday. Novelette Morton, Human Resource & Projects Manager at the St. Kitts Tourism Authority chaired the workshop, with addresses being made by Martin Kreiner, Vice President of the HTA, and Lloyd Lazar, Permanent Secretary in the Ministry of tourism, Sports and Culture.
“We often speak of the empowering of our people, using it as a catch phrase, but we need to stop and think about what empowering our people really means.” Lazar said. “Empowerment cannot be achieved without information, education, and applicable training. Despite our natural beauty, service is the benchmark by which we will be measured and a single bad experience or encounter can easily destroy an otherwise marvellous experience.”
During the workshop, participants eagerly participated in exercises and role-playing activities arranged by the facilitator, Mrs. Delcia Bradley-King. There were waitresses, hotel staff, immigration officers, postal workers, office staff, secretaries and persons employed in various tourism related areas present at the workshop. The participants said that they found the presentations interesting and they planned to make use of the training received.
“For me the workshop was educational and I learnt a lot.” Stacy Parris of Oualie Beach Resort said. “It helped me recognise some shortcomings that I can improve on, and I plan to share the knowledge with my co-workers when I return to Nevis.”
Edez Lescott of the St. Kitts/Nevis Social Security Board also enjoyed the sessions and felt that if persons put into practise what they learned about giving quality customer service, they would surely achieve something in life. Kira Purcell of the Tourism Authority said the workshop was very informative and eye opening.
Mrs. King highlighted the importance of always giving quality customer service, as Kittitians are selling themselves. Visitors could go anywhere but once they choose St. Kitts, we as a people should ensure that when contact is made, a good impression is left.
“After this workshop we hope to see an improvement in the delivery of customer service in the Federation. As Kittitians we must all strive to consistently give quality customer service to visitors and locals alike, so that the impact can be felt and a lasting positive memory made.” Mrs. King said.
