FOR IMMEDIATE RELEASE
3 July, 2015
MPA PARTNERS WITH TDC TO PROVIDE CUSTOMER SERVICE TRAINING TO PUBLIC OFFICERS
The Ministry of Public Administration (MPA), in an effort to improve customer service by public officers, is collaborating with the Tourism Development Company (TDC) in a major customer service initiative based on the STAR programme (Service, Training, Attitude, Respect) offered by TDC. STAR is highly respected and has proven to be extremely successful in the service industry.
The MPA, through its Trinidad and Tobago Diamond Standard Programme (TTDS), conducted an initial evaluation of the performance of several ministries and agencies, and identified opportunities for improvement especially in service delivery and customer treatment. The programme exposes participants to a mixture of practical role play exercises and theoretical aspects on improving service delivery.
“We’ve taken a deliberate step to improve customer service through employee training,” said Public Administration Minister, the Honourable Carolyn Seepersad-Bachan. “We believe this effort will create a strong foundation as we work to address the gaps we found in customer service and respond to the needs of the public for better service.”
Minister Seepersad-Bachan continued, “All users of public services should expect and receive best-in-class customer service every time they interact with the service. This new customer service training challenges and encourages public officers to be more efficient, courteous and professional. When they take pride in their work, we all benefit.”
Approximately 68 employees attached to the North West Regional Health Authority have already been through the new training which began in early June. It is expected that public officers from other services participating in the TTDS will be exposed to the programme.
Shermin King- Mitchell, Acting Domestic Supervisor at the St Ann’s Hospital, who participated in the STAR programme, was very pleased to be involved, “The STAR Programme was my first ever training in customer service and every single moment of it was enjoyable. I think the Ministry is doing a great job in offering courses like these which were not available in the past.”
Participant Raven Turner, Customer Relations Officer at the Port of Spain General Hospital added, “Being involved in the STAR Training Programme was excellent as I deal with patients every day. It taught me how to be sympathetic and understand expression of concerns which is always beneficial when dealing with the public.”
Facilitator Rebecca Samuel enthused, "It was a great experience to see people participate in the process and become engaged and excited. There were several 'aha' moments and lively discussion which demonstrates that participants were motivated by the training process. I am hopeful that the momentum will carry over into implementing the process."
For further information, contact:
Rae Ann Harper-Walters - Director, Corporate Communications
623-4724 ext. 2076, 688-2068 or email: firstname.lastname@example.org