|The Virgin Islands Daily News, St.
ThomasMcClatchy-Tribune Regional News
July 26, 2010--After positive feedback and a surprising amount of interest from the public, the V.I. Tourism Department has launched a new website for people to take the USVI Customer Service Pledge.
The site -- usviservicepledge.com -- offers workers and businesses the opportunity to take the pledge and have their names posted for all to see.
The "USVI Customer Service Pledge" -- 10 tips developed to help Virgin Islanders provide good service to all guests -- came as the result of a secret shopper program. The 10 tips in the customer service pledge are the same service standards used in the secret shopper survey.
Tourism launched the initiative in May to encourage everyone in the territory to focus on the simple ways to improve a visitor's experience in the Virgin Islands.
On the website, people taking the pledge must agree to follow the 10 standards by entering their name, contact information and place of work in an online form. Once completed, their names will appear in an alphabetical listing on the website.
Businesses wishing to take the pledge can download the pledge form on the site and circulate it among their staff for signatures. Businesses that take the pledge will also be recognized with a listing on the site and a link to their website.
Employees taking the pledge can choose to receive a pocket-sized customer service pledge card as well as a button reading, "I took the customer service pledge."
"As members of a tourism-based community, providing exceptional customer service is essential to the success of our destination and our future prosperity," Tourism Commissioner Beverly Nicholson-Doty said in a written statement. "Equally important is the level of service we provide each other as residents of the Virgin Islands, which is why we encourage the public at large to take the pledge and make the USVI a more hospitable place for all of us."
USVI Customer Service Pledge
1. Greet customers with a smile, eye contact, and positive body language.
2. Acknowledge customers as soon as they approach you or your "hospitality zone."
3. Speak first and last to all customers. Be the first to say good morning, good afternoon and make sure to make a positive parting remark such as, "Have a nice day!"
4. Provide helpful and accurate information. Make useful recommendations.
5. If you know the customer's name, use it. It makes customers feel special.
6. If you receive a customer complaint, listen, apologize and agree to a solution with the customer.
7. Follow up on requests and inquiries, and make sure they are handled to the customer's satisfaction.
8. Answer the phone within four rings using a proper salutation, such as "Good day, may I help you?"
9. Create a positive impression to customers with a neat appearance.
10. Extend hospitality to fellow employees and customers.
For more information about taking the customer service pledge visit www.usviservicepledge.com or call 774-8784.
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Copyright (c) 2010, The Virgin Islands Daily News, St. Thomas
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