Having received complaints over the years "from time to time", the state- owned agency is working on improving its customer service.

Human resources manager Calvin Harris said last week it was embarking on a series of workshops to train staff in customer relations and it was hoped that all 780 employees from all levels would be trained.

"From time to time we will receive complaints from customers concerned with the reaction from some of our employees out there in the field . . . .

"They expect proper service delivery, and when that does not happen they complain to us," Harris told reporters.

Thirty participants, including tanker operators, plumbers, metre readers, treatment plant operators, and clerical officers, attended a two-day workshop at Sherbourne Conference Centre, Two Mile Hill, St Michael.

Harris added: "We provide a range of services to our customers and have a number of employees who interact on a daily basis with our customers.

"Therefore, we see the need to ensure they are fully aware of their duty to the organisation and to be courteous to our customers."

Gateway

The title of the workshop, which was sponsored by the BWA and the Caribbean Basin Water Management Programme Inc., was Customer Service – The Gateway To Excellence.

It was conducted by consultant in human resources management Eunice Jno Baptiste who looked at a range of issues including benefits derived from adopting customer service philosophy, morale, motivation, productivity, practices to external customer services, customer services and internal and external customer service. (DS)