In January 2016, Discover Dominica Authority (DDA) embarked on a four-part Customer Service Training Series targeting Frontline Personnel such as Immigration Officers, Custom Officers, Forestry Park Wardens, Dominica Air and Seaport Authority Security and Hotel Front Desk Personnel.
The objectives of the training were to:
• understand the importance of their jobs in visitor satisfaction;
• improve people relations through the utilization of effective communication;
• understand how positive visitor interactions result in satisfied visitors.
Participants will be awarded certificates of participation at a brief ceremony on Wednesday, June 22, 2016 at 4:00pm at the Garraway Hotel Conference Room. Minister for Tourism and Urban Renewal, Honorable Robert Tonge and other Tourism Officials will deliver remarks at the said ceremony.
Approximately, one hundred and ten (110) Tourism Frontline Personnel successfully completed the training series. The training was held in the months of January, April and June 2016. The training sessions were facilitated by Caribbean Tourism Organization (CTO) Personnel, Sharon Banfield-Bovell and Bonita Morgan and local Customer Service Expert Mrs. Carrie Baron.
DDA anticipates that participants will apply the knowledge gained into their respective fields in order to improve the quality of service delivered to visitors. DDA will continue its commitment to the development of the tourism human resource as excellent customer service impact positively on guests’ experiences.
I have friends who have visited Dominica and they love the island.
My own research suggests there is a problem with customer service. News articles in DNO have suggested that customs officers, and taxi drivers are a bit shabby.
Dominica has a lot to see. The island’s best days for tourism are ahead of it. It could benefit all concerned
if a course of instruction could be made available to your front line public relations workers. Some like customs officers and taxi drivers are the first ones visitors meet, and you know what they say about first impressions.
Sincerely, Rev. Donald Hill. Evangelist.
Very good gesture because this is really, really lacking in Dominica. Its like the norm in Dominica for bad customer service. I truly pray this training improves the quality of service delivered to visitors.