Executive Director of the Chamber of Industry and Commerce, Mr. Anthony Regisford, during a recent call to WEFM’s Wake Up morning program said that businesses as well as Government Departments think too much of easing their internal process and not of their customers, which sometimes results in more difficulty on the part of the customer.
“I’m talking on a customer services issue; I believe that too often, businesses and Government departments alike; customs, immigration, inland revenue, you name it, and businesses—I’m going at the private sector too—think too much of their own internal processes and not the customer. How their own internal process can be made easier; sometimes by doing that you make it a lot more difficult for the customer. You’ve got to think from the customer outwards and not the other way around, the customer can’t come last.” He said.
Mr. Regisford said that when businesses and government departments are designing their new processes, customers should be the centre of their thoughts during the design process.
