Immigration Controls

Home Department written question – answered on 26th June 2012.

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Photo of Bob Russell Bob Russell Liberal Democrat, Colchester

To ask the Secretary of State for the Home Department what training staff operating passport and security desks at sea and airports undertake on customer-friendly attitudes; whether performance in this area is monitored; and whether refresher training sessions are undertaken.

Photo of Damian Green Damian Green The Minister for Immigration

Border Force constantly strives to provide a high standard of customer service at the border. Officers within Border Force is provided with a range of customer service training including

Exceeding Customer Expectations—Aimed at all officers; covers ways to improve the quality of the customer service provided;

Proud to Serve and Protect—Professional Service—Aimed at all officers; raises awareness of how the behaviour of an officer working at the border can impact on the customer experience;

Proud to Serve and Protect—BF Service Style—Aimed at all officers; covers the standard for face to face interaction with our public;

Sustaining Excellent Customer Service—Aimed at managers; provides tools to reinforce and recognise good customer service plus address problem situations;

First Impressions Count—Aimed at all officers; places emphasis on the important role officers' will play in the overall Olympic and Paralympic experience, with particular focus on the Paralympics.

Monitoring of performance, including observing the manner in which individual officers deal with the public, is the responsibility of team leaders.

Refresher training on customer service is being provided by the provision to all officers of the First Impressions Count package.

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