The Civil Status Registry has taken steps to improve its customer service standards in response to public complaints about bureaucracy and delays in obtaining legal documents.
The registry this week hosted an intensive training exercise for its staff, aimed at enhancing service delivery and guiding customers through the legal process of acquiring birth registration documents with greater efficiency and care.
Speaking on the significance of the exercise, which was facilitated by customer service and training consultant Cecilia Fitz, the Deputy Permanent Secretary at the registry, Korsigin Frederick explained that it was necessary to equip staff with the skills to serve customers who may be irate or frustrated with the registry’s processes.
He noted that much of the public frustration stems from widespread misinformation about the legal requirements for obtaining registration documents.
Frederick stressed that the registry must provide exact extracts of records as they are registered, and must that adhere to strict protocols to maintain the integrity of official records.
“To elevate some of the frustration and to create a more amicable and pleasant customer experience, we saw the need to implement and engage the staff in customer service training,” he said. “So whether we interact with clients in person, over the phone or online, every touch point is an opportunity to make a positive impact.”
Fitz explained that the training allowed staff to explore and navigate situational experiences from a different perspective.
She added that the training objective was to assist them become more sensitive to customers needs while clearly articulating the department’s processes.
https://stluciatimes.com/wp-content/uploads/2025/03/cecilia-fitz-.mp4
The training is part of a broader initiative by the Civil Status Registry to improve efficiency and minimise unpleasant customer experiences.
