The Caribbean Examinations Council (CXC) today held an internal customer satisfaction focus group with the aim of addressing ways to improve both internal and external customer service. The focus group session was one of the first steps towards formulating the CXC Customer Service Charter.

Mrs Rhonda Bryan-Hutson of the National Initiative for Service Excellence (NISE), Barbados moderated the forum and encouraged participants to provide their feedback based on experience working in the various division as well as on the current state of customer service.

The session examined four main topics: internal brand perception, internal relations and communications, customer services and employee engagement.  Participants agreed that enhanced communication and building a sense of trust among staff were imperatives to improving both internal and external customer service.

Pamela Brathwaite from the Finance and Office Management Division described the session as

“a good effort to gather pertinent information from all divisions.” Her colleague, Stephnian Marshall observed, “the session was well coordinated and thought provoking, and I am looking forward to a positive outcome.”

The CXC customer service charter will be published later in 2017.