Last month as part of an initiative to sharpen performance, the management and staff of Radio Anguilla participated in a customer focus and service quality seminar. Three classes were arranged to accommodate staff schedules. The participants engaged in many lively discussions and explored numerous examples to apply the standards to the station’s business and customers’ needs.
“One month later, I can say that the sessions had a lasting effect. I continue to see and hear staff members communicate with customers on air, on the phone and in person in the way that we were taught. It is very encouraging,” explained Farrah Banks, Director of Information and Broadcasting (Radio Anguilla) when asked whether the workshop had been of value over time.
The training was conducted as a community service by Melinda Goddard, principal of ClienTell Consulting, based on the ANGUILLA PRIDE service quality standards that have been featured in The Anguillian articles in 2010 and 2011 and represent the practices summarized in the table, below.
A = Accuracy in all we do: who, what, when, where, why and how
N = Names and titles: making others feel important
G = Greetings: sincere smiles, warm welcomes
U = Universal service qualities of: reliability, assurance,
innovation, tangibles, empathy, and responsiveness
I = the “Interval”: always asking for a moment to assist
L = Leadership every step of the way
L = Listening and acting on what we learn
A = Anger management and customer recovery
P = Prompt Process Proficiency: Do it right; do it now!
R = Respect and courtesy to customers and colleagues
I = the “Introduction” to a colleague to assist further
D = Diction and clear communication
E = Excellent Endings: Anything else? Thank using
name… Offer to help again… wish them well, and say
farewell with the same warmth as Greetings …
to welcome them to come again!
(ANGUILLA PRIDE™ is a trademark of Melinda K. M. Goddard; www.clien-tell.com )
