through a new training programme.

The Quality Enhancement through Skills Training programme or QUEST was organised by the Chamber of Commerce retail sales division and retailers for management and general staff.

During the past two months of the pilot programme participants were required to complete four four-hour sessions which focussed on quality through the eyes of the customer, the individual's role in providing quality, clarifying customer expectations, and revolving customer dissatisfaction.

A spokesperson from the Chamber said the first two modules were the foundational skills which gave the participants the basic principles and allowed them to view service as a customer themselves.

The latter two modules focussed on the customer and aimed to enhance the customer service skills participants already had.

Managers attended an overview of the course prior to their employees attending the sessions.

Participants received certificates acknowledging their successful completion of QUEST last week.

The Chamber, which plans to offer similar training in the future, also thanked the Bank of Bermuda for its assistance in running the programme. The bank's Kim Selley and Liz Tavares were the facilitators.