April 1, 2009 — Ferryboat operators on the St. Thomas-St. John run got a bit of a brush up on customer service this week.
The University of the Virgin Islands Community Engagement and Lifelong Learning Center is doing the training at the behest of the Department of Tourism as part of a push by Gov. John deJongh Jr.'s administration to promote customer service.
"The transportation industry is a vital component of our tourism product, and one that is cited by consumers in surveys and direct comments to the Department of Tourism as needing improvement," said Commissioner of Tourism Beverly Nicholson-Doty in a Government House statement. "We want to help change this. Our ability to compete as a destination is heavily dependent on our capacity to deliver exceptional customer service to our guests, in all aspects of the tourism industry."
About 60 ferry workers have signed up for the six-hour, two-day seminar, according to Caroline Simon, marketing manager for UVI-CELL.
"We give them tips on how to present themselves, do role-playing exercises on how to handle difficult situations, things of that nature," Simon said.
The main goal of the training is for everyone dealing with the public — especially those in transportation who serve as the face of the Virgin Islands for many visitors — to "focus on ensuring we have satisfied customers," Simon said. "We want to provide all our guests with the unique experience they are looking for."
Asked whether this is the first time for customer-service training for the ferry operators, Allegra Kean-Moorehead, Tourism's director of communications, said to the best of her knowledge it was, but she could not be certain.
More than 60 taxi and tour operators completed customer-service training during two sessions held on St. Croix in January, and this training seemed a natural extension, Kean-Moorehead said. (See "Taxis To Get More Customer Service Tips.")
"What prompted the St. Croix taxi sessions was really the return of the cruise ships and wanting to be prepared for the increase in visitors," she said. "This is a kind of continuation of that, focusing on transportation in general."
While complaints from cruise passengers led to the St. Croix training, Kean-Moorehead did not cite any complaints from ferry passengers.
"We do receive negative comments about different aspects of service in the Virgin Islands, but I wouldn't say specifically about ferries or about taxis," she said.
Asked whether they had any feedback on the effectiveness of the customer-service training, she said people arriving and departing from the territory's airports and seaports are given a brochure that directs them to a website with a satisfaction survey. A number of travelers go to the site and fill it out, giving Tourism general feedback, but Kean-Moorehead did not have specific information on taxis and ferries.
The classes took place Monday through Wednesday of this week. On Thursday, UVI-Cell begins offering the course to those in the hospitality industry. (See "UVICELL Offers Course on Customer Service Excellence.") Sessions will take place at the UVICELL Center on the St. Thomas campus from 6 to 8 p.m. every Thursday starting this week.
For more information on the program, call 693-1100 or visit UVICELL online.
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