No more ‘royal runaround’ as NIS trains staff in customer service

Poor customer service, resulting in lengthy waiting times and numerous unresolved issues are among the concerns of many beneficiaries of Guyana’s National Insurance Scheme (NIS), including those living abroad.

But with new customer service training offered, NIS Director Gillian Burton- Persaud believes that the services offered by the organisation can be significantly improved.

Some 80 staffers from the 14 NIS branches all across the country are carded to receive specialised customer service training, at the request of Finance Minister Dr. Ashni Singh.

The training has already commenced and will continue until next year.

Burton- Persaud was hopeful that at the end of the training sessions, the overall efficiency of the organisation would be improved.

“It is not just about a smile and a pleasant face, but it is about how you can give efficient and effective service to the public.

“It is our hope that at the end of the training you will be more empowered and more educated on how to deal with the public, the clientele, how to handle situations, how to react to instances of issues that might spiral out of control and your chain of management,” Burton- Persaud said.

She, however, underscored that such training must be continuous to facilitate the changing needs of people/

Head of the Diaspora Unit at the Ministry of Foreign Affairs and International Cooperation Rosalinda Rasul further emphasised the need for this training, stating that poor NIS service also affects members of the diaspora.

According to her, Guyanese pensioners in other jurisdictions have complained of the “royal runaround” they are faced with when seeking their funds.

As such, the unit has partnered with NIS to offer this training. Rasul herself led one of the sessions on Thursday, at the NIS Sports Club on Carifesta Avenue, Georgetown.