VINLEC holds Customer Service Excellence Workshop

THE St.Vincent Electricity Services Limited (VINLEC) reinforced its commitment to world-class customer service through a two-day intensive workshop designed to enhance the skills of its customer-facing team.The workshop was conducted by the Centre for Enterprise Development (CED) on 21-22 July at VINLEC’s Conference Room in Cane Hall.

The workshop brought together twenty (20) VINLEC staff from across departments to focus on best practices in customer engagement, effective communication, and service recovery. The initiative formed part of VINLEC’s broader strategy to modernize operations and elevate the customer experience as the company rolls out new technologies and services across St.Vincent and the Grenadines.

Leading the training was business consultant Gaidell Andrews, who covered topics such as understanding customer needs, navigating challenging situations with empathy, and leveraging new technologies to improve service delivery. Participants engaged in practical exercises designed to build confidence and foster a customer-first culture, aligning with VINLEC’s ongoing efforts to improve operational efficiency and customer satisfaction.

Delivering the opening remarks, Keisha Phillips, Officer in Charge at CED, commended VINLEC for its consistent investment in staff development.

“Over the years, we at CED have enjoyed a very fruitful relationship with VINLEC. I have been at CED for about 19 years now, and VINLEC has always been investing in developing its human resources in two particular areas – customer service management and supervisory management.This is a company that truly cares about the people it employs, and many companies today fall short of this,” she said.

Throughout the interactive session, participants were encouraged to share their own on-the-job experiences and actively implement what they learned within their respective departments.

Participants expressed overwhelming satisfaction with the training, describing the session as informative, engaging, and highly practical. Many noted the value of learning new techniques for handling challenging customer interactions, particularly with more demanding customers, and committed to applying these skills in their daily work. Seasoned staff members appreciated the workshop as a valuable refresher, while also emphasizing the importance of passing on the knowledge gained to younger colleagues to ensure the continued growth and development of the entire team. Attendees also praised the trainer for delivering a dynamic and interactive presentation that kept everyone engaged throughout. Several participants acknowledged the difficulty of maintaining high service

standards, particularly when faced with internal challenges, and applauded their colleagues for consistently projecting professionalism and excellence to the public. The overall sentiment was one of gratitude and a shared commitment to building on VINLEC’s strong reputation for customer service.

The workshop reflected VINLEC’s commitment to continuous improvement and stakeholder engagement. The company continues to prioritize investment in its workforce to ensure that customers receive the highest level of service as it modernizes its infrastructure across the nation.