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More focus on customer service for Immigration! Discourtesy a concern

More focus on customer service for Immigration! Discourtesy a concern

The Department of Immigration will be focusing on greater training for its members of staff to improve the customer service profile of the British Virgin Islands.
Permanent Secretary in the Premier’s Office, Carolyn Stoutt-Igwe gave that indication while responding to concerns about the reported discourteousness of some Immigration officers stationed at local ports of entry.

According Opposition Leader, Julian Fraser, he has personally witnessed “discourteous service” from these officers while travelling through local ports.

Fraser, who was speaking during recent Standing Finance Committee (SFC) meetings, further asked the leadership of the Immigration Department about their criteria for assigning officers to the ports of entry and about these officers’ level of customer service and professionalism.

In response, Stoutt-Igwe stated that “there is a greater emphasis on customer service by the Deputy Governor’s Office and as a result there would be more customer service training” available to these officers.

She further said “there would be a personalised message and a certain level of courtesy is expected to be given to Members of the House of Assembly (HOA).”

Meanwhile, Chief Immigration Officer Ian Penn also said the his department tries to undertake training for officers to ensure that persons received a welcoming experience and stated that complaints are “addressed” whenever the department receives them.
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