Staff of the Jamaica Information Service’s (JIS) Mandeville regional office benefitted from customer service training yesterday (Aug. 11) as the agency moves to improve the level of service to the public.
The in-house session, held at the office located at Caledonia Mall, is part of a programme by the agency to train more than 150 staff members, including drivers, accountants, photographers, reporters, production managers and auxiliary staff. So far, sessions have been held at the agency’s head office in Kingston and its regional offices in Montego Bay and Portland.
Topics covered include ‘quality customer service’; ‘attitudes and how they impact on customer service’; ‘essentials of quality service’; and ‘personal dimensions necessary for quality customer service’.
Addressing the participants, Course Facilitator and Director of Human Resources and Administration at the JIS, Errol Gardner, said that at the end of the training, persons at all levels within the JIS should be able to understand the essentials of quality customer service.
Mr. Gardner said he had seen a “marked improvement” in the way staff deal with customers since the training began last year. He stated that to achieve quality customer service, the entire organisation must pull together. “At the end of the day, all the departments at JIS are interlinked and working towards one customer-centric goal,” he said.
He further encouraged the Mandeville staff to always give quality service to customers. “View the customer as a person, never view them as numbers,” he advised, while urging them to show respect to co-workers, and members of the public, who engage with the agency.
Giving his impression of the session, technical officer, Worrell Williamson said the training was long overdue. “We have to deal with the public and we need to have the right attitude. The training was appropriate and informative. We appreciate it,” he said.
Technical officer, Norman Muir, also agreed that the training was useful. “We learnt a lot and I think we need more training sessions like this,” he said.
Office Attendant, Patricia Salmon, said the staff is now better equipped to interact with the public.
The next training session will be held at the Ocho Rios regional office.