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Press Release From Independent Source

VI Customs, Immigration and Ports Authority officers build customer service skills

Custom Officers during workshop. Photo: Provided
ROAD TOWN, Tortola, VI– Veterans and rookies from the BVI departments of Customs and Immigration, and Ports Authority have completed an interactive customer service workshop aimed at strengthening and improving communications for the Territory’s border protection officers and those with whom they serve.

The “Service Excellence in the Public Sector” workshop was held from August 28-29 and was facilitated by the BVI Tourist Board in support of the Government’s mission to emphasise the importance of tourism as an essential pillar for the country.

“Tourism is so vital to our economic stability that anything that impacts the visitor’s experience in a positive way is a plus,” said Albert Wheatley of Service Koncepts. “We use these customer service workshops to educate, train and instill strong principles amongst our public officers to become exemplary leaders on the frontlines; their roles are critical to the image and viability of this Territory.” 

Lead trainer, Jamila Vanterpool of JV Consultants, conducted the workshop using simulated exercises, group modules and team building practices to instruct attendees on the topics of customer service delivery; influence and persuasion; attitude, demeanor and body language; and dignity, courtesy, professionalism, and integrity.

“These officers are the first and last point of contact for our visitors. Through various workshops we’re able to empower our officers with the tools and communication skills that are consequential to us remaining competitive as a destination,” said Vanterpool. “Equipping them with this knowledge sends a positive image as ambassadors for our country.”

Malcia Smith Hamilton, Acting Director of the Tourist Board provided her insight. “These seminars underscore the Government’s pursuit to generate a cohesive and unified understanding for tourism amongst each individual in this Territory. In order for our tourism sector to remain exemplary, everyone must be on board,” she said. 

FUTURE WORKSHOPS

The BVI Tourist Board, in support of the Premier’s tourism agenda, will continue to implement customer service workshops and training modules for public officers. The Board’s next round of workshops is scheduled to take place in September. 

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