The Civil Status Registry has taken steps to improve its customer service standards in response to public complaints about bureaucracy and delays in obtaining legal documents.
The registry this week hosted an intensive training exercise for its staff, aimed at enhancing service delivery and guiding customers through the legal process of acquiring birth registration documents with greater efficiency and care.
Speaking on the significance of the exercise, which was facilitated by customer service and training consultant Cecilia Fitz, the Deputy Permanent Secretary at the registry, Korsigin Frederick explained that it was necessary to equip staff with the skills to serve customers who may be irate or frustrated with the registry’s processes.
He noted that much of the public frustration stems from widespread misinformation about the legal requirements for obtaining registration documents.
Frederick stressed that the registry must provide exact extracts of records as they are registered, and must that adhere to strict protocols to maintain the integrity of official records.
“To alleviate some of the frustration and to create a more amicable and pleasant customer experience, we saw the need to implement and engage the staff in customer service training,” he said. “So whether we interact with clients in person, over the phone or online, every touch point is an opportunity to make a positive impact.”
Fitz explained that the training allowed staff to explore and navigate situational experiences from a different perspective.
She added that the training objective was to assist them become more sensitive to customers needs while clearly articulating the department’s processes.
The training is part of a broader initiative by the Civil Status Registry to improve efficiency and minimise unpleasant customer experiences.
This does not solve the problem. What legal nonsense are you talking about here. Stop trying to mask the real problem here, which is the registry makes too many careless mistakes at the cost of the citizens and we want our birth certificates with the correct names and dates. We the people of st.lucia need to demand it.
Fire half of the staff. The others will take note and step up.
It’s about time and @twosides is correct – many errors are made on official documents which then require a fee to be paid by the client to rectify the department’s own mistakes! I hope the training also stops some of the insolence that quite a few staff members display when they are simply asked to do their job. This goes for a lot of St Lucia’s Public Servants though who, although they are privileged to have secure jobs, think they can get away with anything, and they often do unfortunately…