Customer service training for Social Development & Family Services staff

Forty-nine front line staff, including Client Care Representatives, Business Operations Assistants and other staff of the Ministry of Social Development and Family Services, participated in a CSR Training Workshop on the 20th and 24th of July, 2018, aimed at providing persons with the necessary tools and training to provide excellent customer and service.

Delivering brief remarks, Permanent Secretary Natasha Barrow said, “I am sure we all have been to some government office where we were treated less than favourably.” The level of respect and treatment we want meted out to us when visiting government offices is how we ought to serve our respective clients when they enter the doors of the Ministry”

During the session, participants were trained on client care principles, service delivery techniques and guidelines, solution focused approaches to addressing client’s issues, managing negative feedback and phone etiquette/telephone courtesy. The Ministry’s core values, strategic objectives, mission and vision and the role of the Client Care Representative were also reinforced.

The training was a continuation of the Ministry’s Premium Client Care initiative launched in March 2017, aimed at producing a sustained cultural change in customer service, and a more client centric approach across all offices in the Ministry. 

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