BVI premier calls for enhanced customer service

ROAD TOWN, BVI — In an effort to enhance customer service in all sectors of the economy and at all levels throughout the British Virgin Islands, Premier and Minister for Tourism Dr Orlando Smith has called on residents to join the BVI Tourist Board in its territory-wide ‘We Are One BVI’ campaign.

Premier and Minister for Tourism Dr Orlando Smith
Premier and Minister for Tourism Dr Orlando Smith

During a press briefing on August 20, Smith said, as the territory seeks to become a destination focused on delivering exceptional experience, “Customer service and guest relations are paramount to BVI tourism.”

Smith explained the many advantages of effective customer service. He said customer service drives and increases sales; it offers the competitive advantage, and raises the bar of competition.

He said customer service also adds value to the services and goods being offered; it enhances a business’s good public image; it creates customer loyalty and makes the customer feel that monies are well spent.

“Customer service is about all of us working together across sectors with one goal of enhancing the customer experience. I challenge everyone to take our level of service higher. If we can be exceptional, then let us do so, not separately, but as one BVI. This direction is best for us and our tourism product,” he said.

In speaking further about the importance of the campaign to BVI tourism, Smith explained that tourism remains one of the British Virgin Islands’ key economic pillars, contributing both directly and indirectly to government’s revenues.

“Think of tourism as fuelling the engine of the vehicle that drives healthcare, education, infrastructural development and other key components of a thriving community,” he said, adding that he is hopeful all key stakeholders take advantage of the Board’s training programme that is an integral part of the campaign.

Smith said, “I am calling on all stakeholders to join the movement to enhance customer service at all levels throughout the territory. From waitresses to restaurateurs, from sanitation workers to taxi drivers, from retailers to hoteliers; and of course other residents who may come in contact with this territory’s visitors from time to time.”

Speaking about the territory-wide customer service training programme, deputy director of tourism Malcia Smith-Hamilton said the BVI Tourist Board has received a very good response from persons trained thus far.

Smith-Hamilton explained that the ‘We Are One BVI’ training programme involves both classroom and on-site sessions.

Currently, phase II of the ‘Know Your Product’ workshops is taking place with participants from various agencies including Customs, Immigration Department, BVI Ports Authority and the BVI Airports Authority. Participants are being taken on a tour of various properties all around the territory to better learn more about their operations and customer service skills.

The deputy director said a series of customer service workshops will begin in October.

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