Taumeasina staff undergoing frequent training – Bucknall

The staff of Taumeasina Island Resort undergo continuous customer service training, says general manager Nathan Bucknall.

Mr. Bucknall was responding to questions directed to him by this newspaper on comments made by tourist couple, Larry Coombes and Francie Penny, on the services provided by the staff of the resort. 

The couple were featured on the Samoa Observer's Dear Tourist section on March 29, 2019 where they stated that the service provided by the staff is only average and there is a need for improvement. 

Asked for his response, Mr Bucknall said: "I don't want to make a reply. I don't feel the need to reply. I've dealt with the guest directly. 

"We always do training for our staff. We have a training manager that continually train our staff. I have spoken to the guest and the guest is very happy." 

Mr. Bucknall said he sees the comments as a constructive criticism and they always receive feedback from their guests. 

"We get feedback forms from the guests, we have trip advisor and all sorts of things that we can do.

"I would like to just point out that out of all the Dear Tourist that you guys have ever published, this is the first one that someone has come back with a comment like that so I am not really taking to heart because this is the first we've got a comment like that out of all the Dear Tourist that you've published." 

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