EDITORIAL: Striving for excellence
Excellence in the area of service delivery must become our hallmark across the public and private sectors, even as we seek to celebrate our 53rd year of Independence.
Employers in both sectors must ensure that all their employees master key customer service skills, not only those who work on the front-line or those who have to interact directly with customers. While organisations may concentrate on placing a “people friendly” customer service agent at the front desk, once the customers move beyond the entrance, their experience in doing business could go downhill if it is soon recognised that not all workers are on board in delivering an excellent quality of service.
It is time that persons realise that a pleasant smile and a courteous attitude can take you far. Individuals in any field of endeavour who are genuine about putting forward a good face for their organisation, will know how to conduct themselves, even when a situation tests their steely resolve.
Making progress
The National Initiative for Service Excellence (NISE) in the past has done a good job in pushing the message that service excellence must take centre stage.
Just a few years ago, those at the helm of NISE noted that we as a nation were making progress in our efforts to improve the way we deliver service, towards our ultimate goal of making Barbados a world leader in service. What was needed, however, was a greater sense of urgency and commitment on the part of all of us, to overcome the stumbling blocks and break down the barriers of resistance to change. It was further noted that numerous studies have shown that a country’s value system determines its social and economic success and that when we embrace certain values, we are able to make great strides while others can hinder our progress.
Under the theme “Live Excellence”, NISE further encouraged the nation to inculcate a cluster of cherished values and associated behaviours that would create a roadmap for the country to thrive in the face of any global economic crisis. These cherished values were noted as courtesy, honesty, creativity, responsibility and compassion.
These values are still relevant and necessary in 2019 and even as we move into the year 2020.
Always put best foot forward
As pointed out by many of our leaders, excellence must be a year-round pursuit. We cannot by any means pick and choose when we will put on a polite hat or deliver a courteous smile or go the extra mile to ensure that a customer is satisfied.
As we look towards the end of November and even towards the year 2020, let us determine to always put our best foot forward, whether dealing with locals or visitors, and let us make a pledge in our workplaces and even our social circles, to always deliver excellent service. Indeed, we must strive for excellence in all spheres of endeavour, if we truly desire to make this country the envy of all.