Roseau, Dominica – The Dominica Institute of Customer Service (DIOCS) has released the results of a recent engagement poll that found only 2% of local businesses routinely respond to requests. In light of this concerning statistic, DIOCS is urging the Island to open its service culture brand to lead and emphasized the importance of improving customer engagement among service providers as a strategy for building a strong service culture across both public and private entities.
As Dominica opens up as a destination, DIOCS stresses that a strong service culture brand is essential to enhancing the experience of both visitors and locals as they interact and do business on a daily basis. “Service culture is not only about the hospitality and tourism industry, but also about every business and organization that interacts with customers and stakeholders,” said Mandisa Ducreay-Oseni, Executive Administrator of DIOCS. “By building a strong service culture brand, our Island can improve the level of customer satisfaction on Island, build loyalty, and encourage retention, which will ultimately drive our economic growth.”
According to DIOCS the Institute conducted a series of polls among 100 local businesses to assess engagement levels, and the results were disappointing. Only 2% of companies are routinely responding to requests from customers and the general public, indicating a lack of commitment from organisations to build strong relationships with customers and stakeholders. DIOCS believes that engagement is a key metric which can be used to build a strong service culture brand and therefore the Institute calls on local businesses to prioritize engagement by responding to and putting measures in place to encourage staff better respond to and enage their customers. “We urge businesses to take a closer look at their customer service practices and take steps to improve them,” said Alice Darlyrymple Vice President of the DIOCS. “This includes providing regular training to staff, actively seeking and responding to requests or feedback from customers, and developing a customer-centric culture that puts the needs of customers and stakeholders first.”
DIOCS will be hosting a series of events and training programs to help businesses build their service culture brand and enhance engagement levels. On May 17th the Institute will host “Gathering of Service Champions a motivational and defining Service Culture Conference” For more information, please contact the Institute at [email protected]
