Senior leaders explore signature service

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Published 29th April 2019, 2:37pm

Nearly 200 senior leaders

attended the ‘Role of Leadership in Creating a Service Culture’ conference at

the Family Life Centre on Tuesday, 8 April.

The Management Support

Unit (MSU) of the Portfolio of the Civil Service (POCS) hosted the event.

It featured international speaker Richard Solomon, Managing Director of the

Development Consulting Center Limited (Trinidad); Cayman Islands Government E-Services Director Ian Tibbetts; Strategic Advisor in the MSU Peter Gough, and

MSU Director Winston Sutherland.

Continuous VIP-level

customer experience

The conference focused on

the importance of creating a signature service for customers. Mr. Solomon

explained what such a service looks and feels like:

“It is the continuous

delivery of a predetermined VIP-level customer experience across all platforms,

at all service points, and flashpoints to all customers,” he said. “To create it, the organisation has to live its best life on many fronts. The payoffs are

multi-level and powerful: better leadership, employee engagement, attitudes,

processes, products, customer experience, quality, efficiency, sales, and


Mr Gough opened the

conference by urging participants to listen to their customers. He used the

event itself as an illustration, saying, “We listened to your complaints and changed the venue to provide better parking.”

Mr Sutherland reminded

the audience that they have to be in tip-top shape to take care of the needs

and exceed the expectations of the customer. To bring his point home, he read

the pre-flight instructions that flight attendants give passengers, reminding attendees that, as leaders, they had to put on their oxygen mask first before

they can assist the staff or customers.

Anticipate customers


Deputy Governor Hon Franz

Manderson, who was recently invested with the Most Excellent Order of the

British Empire (MBE), reminded senior leaders that “customers are at the heart

of everything we do.” He followed with a resounding question, “Are we putting

the customer at the heart of everything we do?”

He also stressed that

being first class isn’t just meeting the needs of our customers. “We have to

anticipate what our customers need.”

Mr Solomon connected to

the audience right away by asking two “simple” questions: “What are the most

important needs of the customer,” and “How do you know these are their needs?”

Deputy Director of the

Needs Assessment Unit Matthew Hyton responded that clients may come to the NAU

to request assistance to pay for their rent and electricity but, in the end,

their real need is to become self-reliant.

Mr Solomon reminded the

senior leaders that customers are “the Empires over the Kingdom. You may say

the customer doesn’t understand, but it is not the customer’s job to understand.

It is our job to figure it out.”

Empower staff to make

quick decisions

He stressed the need to

empower staff to make quick decisions, citing an experience he had when

returning a faulty phone from Amazon. The person who answered his phone call

was able to refund his credit card for the defective phone and, in addition,

suggested that he return it to Apple as well.

“Where do you think I am

going to purchase a phone from again?” Mr Solomon asked the audience. “Amazon?


Mr Solomon ended with an

age-old question, “How can the Civil Service have compliance and speed


Department of Education

Services Education Psychologist Team Lead Denise Casserly said, “We often

forget the value of excellent customer service, particularly for our internal

customers. As leaders, we also must remember to hold our teams accountable for

this delivery of service. Our good relationships with team members must foster relationships which engender commitment to the value of customer satisfaction.”

Department of Education

Services Behaviour Support Services Manager Wayne Roberts said he found the

conference motivational and a great way to network with other teams within the

Civil Service that attendees wouldn’t usually meet:

“It confirmed for me that

the way we interact with customers, our managers, and staff has a significant

impact upon how successful we will be as an organisation. ”

The one-day conference

set the stage for four half-day workshops attended by 117 civil servants. These

explored the “Hows” of creating a signature service that connects the specific

needs of customers with the delivery of an exceptional customer experience: how

to effectively listen to customers, how to improve processes and systems,

and how to develop customer service standards.

Additionally, the

conference built on the ongoing series of customer service workshops for front line staff that Mr Gough started last year as

part of the 5-Year Strategic Plan to transform the

Cayman Islands Civil Service to deliver world-class service. To date,

over 40 one-day workshops have been conducted and over 450 customer service ambassadors trained.

Featured photo: Richard Solomon,

Managing Director of the Development Consulting Center Limited (Trinidad)