Customer service focus of Dart training

Dr. Anya Edun, right, training manager for Active Capital Ltd., leads Camana Bay team members through a role-play exercise as part of the new customer service training program.

Dart Realty (Cayman) Ltd. has introduced a new customer service training program for all public-facing positions in Camana Bay, including its security, janitorial and facilities team members, the company said in a press release.

As team members’ roles often include working in the Town Centre’s public spaces, with frequent interaction with the public, the training focuses on ensuring that all visitors receive a helpful and warm welcome.

“Nearly all who attended these sessions told us how often they are stopped and asked for directions or asked questions while working in Camana Bay,” said the program’s creator and co-facilitator, Anya Edun, who works as the training manager for Active Capital Ltd.

“These team members wear Camana Bay shirts and are clearly identified as our representatives, so we wanted to ensure they felt equipped and confident with the skills needed to help all of our guests.”

From left, Anya Edun, training manager for Active Capital Ltd., leads Camana Bay team members Claudia Mendoza, Simon Lawati and Rodelio Lastima through a role-play exercise with High Achievement Academy’s Julia Martins as part of the new customer service training program.
From left, Anya Edun, training manager for Active Capital Ltd., leads Camana Bay team members Claudia Mendoza, Simon Lawati and Rodelio Lastima through a role-play exercise with High Achievement Academy’s Julia Martins as part of the new customer service training program.

The program offers a session focused on key components of customer service, including non-verbal communication and best practices for handling guest inquiries, and an elective session in English as a Second Language (ESL) training. Ms. Edun reached out to Julia Martins of High Achievement Academy to facilitate the ESL portion of the training, and was assisted in the remainder of the training by Rosa DaCosta, senior learning and development coordinator at Dart Enterprises.

Linda Podlaski, vice president of Property Management for Dart Realty, said the idea for the program arose to support the team in feeling confident in their communications with the public, among other things.

“We consider our contracted and front-line team members as ambassadors and partners who help us make Camana Bay the enjoyable destination it is, so Anya was approached with the challenge of creating a program that would assist us in ensuring that all of our team members are equipped to offer the highest-quality customer service,” Ms. Podlaski said in the press release.

Ms. Edun said the feedback from the group “has been excellent.”

“They really feel we are committed to their development and understand that we see them as ambassadors for the company.”

Claudia Mendoza, a member of Hew’s Janitorial team, said, “I really appreciate the chance to learn and improve on my skills.

“I have thoroughly enjoyed the training,” she added.

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