Got TIPS or BREAKING NEWS? Please call 1-284-442-8000 direct/can also WhatsApp same number or Email ALL news to:newsvino@outlook.com;                               ads call 1-284-440-6666

BVIPA frontline staff complete enhanced customer service training

- Managers also received training in emotional intelligence
Staff of the British Virgin Islands Ports Authority (BVIPA) have successfully completed training workshops aimed at enhancing both customer service skills and emotional intelligence within the organization. Photo: BVIPA
BVIPA said it is aiming to continuously improve and invest in the growth and development of its employees which in turn directly impacts the quality of service that is provided to our stakeholders, customers, and the public. Photo: BVIPA
BVIPA said it is aiming to continuously improve and invest in the growth and development of its employees which in turn directly impacts the quality of service that is provided to our stakeholders, customers, and the public. Photo: BVIPA
PORT PURCELL, Tortola, VI– Staff of the British Virgin Islands Ports Authority (BVIPA) have successfully completed training workshops aimed at enhancing both customer service skills and emotional intelligence within the organisation.

“In a concerted effort to elevate the overall customer experience, our front-line staff members underwent a refresher training in Customer Service during the week of May 15th, while managers received training in emotional intelligence within the subsequent week,” BVIPA said in a statement today, May 31, 2023.

It added that the training sessions were facilitated by Mrs Malcia Smith-Hamilton of Intuitive Coaching Consulting after the BVI Ports Authority recognised the vital role played by its front-line staff in delivering exceptional customer service and ensuring the satisfaction of visitors and stakeholders.

“Participants engaged in interactive sessions which included role-playing exercises.  This enabled them to develop a deeper understanding of customers’ expectations, effective communication techniques, and problem-solving strategies,” the organisation added.

The workshop focused on the importance of making a good first impression, the importance of effective communication along with the importance of creating a positive customer experience, and understanding the bigger picture.

Managers underwent 2nd round of training

The authority said that following the successful training for front-line staff, its managers underwent emotional intelligence training, to better understand the significant impact emotional intelligence has on employee engagement, team dynamics, and overall organisational performance.

“The emotional intelligence workshop provided participants with skills and knowledge on self-awareness, empathy, active listening, and conflict resolution. Managers also learned techniques on how to foster a positive work culture and build strong, cohesive teams,” the release added.

BVIPA said it is aiming to continuously improve and invest in the growth and development of its employees, which in turn directly impacts the quality of service that is provided to our stakeholders, customers, and the public.

Managing Director of the Ports Mr Dean B. Fahie said, "At the Ports Authority, we are committed to providing exceptional service to our customers… We understand that our staff is the backbone of our organisation, and we believe that investing in their professional development will benefit both our staff and our customers."

13 Responses to “BVIPA frontline staff complete enhanced customer service training ”

  • asking for a friend (31/05/2023, 20:46) Like (2) Dislike (1) Reply
    Is Dean confirmed?
  • tola (31/05/2023, 21:33) Like (2) Dislike (1) Reply
    Wonderful training I encouraged any company to hire Mrs Hamilton for a customer service training.
  • jack (31/05/2023, 21:48) Like (11) Dislike (5) Reply
    its about time they train them rude pigs
    • LYN (02/06/2023, 07:29) Like (0) Dislike (0) Reply
      One manager in particular who should be there is missing.

      Try again Bvi ports because that manager needs several of such courses. Make sure that one is there next time.
  • ............... (31/05/2023, 22:22) Like (2) Dislike (0) Reply
    Trying to remain relevant.
  • Concerned (01/06/2023, 02:13) Like (9) Dislike (0) Reply
    BVIPA has some employees at the Ports of entries that have no customer service skills at all and are pigs that need to work in a closed room and not interact with the public
  • Capt Ron (01/06/2023, 08:21) Like (10) Dislike (1) Reply
    Great, now do Customs and Immigration officers! Every time I come in, it's embarrassing to see how they treat guests to the country.
  • good (01/06/2023, 13:20) Like (5) Dislike (0) Reply
    Ra Skelton made a post about this type thing last week. But it is needed for Customs and Immigration and even the taxi men more than anything. Good for ports but they not the problem.
    • truth be told (02/06/2023, 07:33) Like (0) Dislike (0) Reply
      Obviously you do not work at the ports. It has a manager there who uses indecent language at staff members and that one is not in the picture. That one needs a whole session alone so there will be no distractions
  • Norris Turnbull (02/06/2023, 11:19) Like (0) Dislike (0) Reply
    @ jack..... And you are being a PIG right now your ingrate self.
  • guy hill (02/06/2023, 11:22) Like (0) Dislike (0) Reply
    sometimes Customer Service Training comes like a fleeting illusion to be pursued but never attained. Some good officers and personnel are in place but a lot more need some help and they can do better. In the private sector also.
  • will (04/06/2023, 08:09) Like (0) Dislike (0) Reply
    While training is essential for the new comers, especially cashier/security. Lets not forget the fine quality service of those who are there for years doing doing there best of what left without complaining or adding stress to we the peoples


Create a comment


Create a comment

Disclaimer: Virgin Islands News Online (VINO) welcomes your thoughts, feedback, views, bloggs and opinions. However, by posting a blogg you are agreeing to post comments or bloggs that are relevant to the topic, and that are not defamatory, liable, obscene, racist, abusive, sexist, anti-Semitic, threatening, hateful or an invasion of privacy. Violators may be excluded permanently from making contributions. Please view our declaimer above this article. We thank you in advance for complying with VINO's policy.

Follow Us On

Disclaimer: All comments posted on Virgin Islands News Online (VINO) are the sole views and opinions of the commentators and or bloggers and do not in anyway represent the views and opinions of the Board of Directors, Management and Staff of Virgin Islands News Online and its parent company.