The Jamaica Customer Service Association 39 Hope Road, Kingston 10, Jamaica, W.I.

Tel: [876] 978-8668, 927-6238 Ext. 2019 Fax: 978-2709

Email: jacsassociation@cwjamaica.com

The Jamaica Customer Service Association

Facilitators of Service Excellence

Recognising Service Excellence(Cont’d)

The Association has also commenced an initiative, Operation Transform which is a strategic alliance aimed at transforming organisations to centres of service excellence. Scotiabank has been the first institution enrolled in this programme.

Membership

The Association has a wide membership of professionals and students along with corporate organisations that benefit from orientation, training, coaching, counselling and guidance in customer service priorities. Honourary Membership was bestowed on Sir Patrick Allen, Governor General and Kelly Tomblin, CEO, JPSCo. JaCSA has established two (2) Chapters outside of the Corporate Area in Montego Bay, St. James and Mandeville, Manchester.

Join the Jamaica Customer Service Association and benefit from valuable networking through an organisation pioneering increased appreciation for customer service excellence. Membership Application Forms may be obtained from  our offices and our website at www.jacs-association.org, completed and delivered to our offices.

Formation

The Jamaica Customer Service Association was established in December 2001. The Association, grew out of the spontaneous recognition of the need for such an organisation expressed during a workshop organised for the National Housing Development Corporation by Productivity Plus Limited – Human Resource Development consultants. The organisation was founded by Ilsa H. duVerney who pulled a team of founding members together and was duly registered as an incorporated body at the Companies Office, Jamaica.

A strategic partner of the International Customer Service Association, JaCSA has forged strategic alliances with world leaders in the field, combining local and foreign expertise to address critical customer service issues.

Facilitators of Service Excellence

For over a decade, the Association has served Jamaica by facilitating interactions among customer service practitioners and professionals and encouraging and facilitating the professional development of our members. We are the facilitators of service excellence - a premier customer service association that transforms individuals and organisations into world-class service providers while raising service standards nationally and delighting beyond expectations. Our mission is to promote the development and awareness of customer service excellence through research, education, training and networking.

National Customer Service Week

Former Governor General Professor Kenneth Hall declared the first full week of October annually as national Customer Service Week. In endorsing the week in 2008, the Governor General encouraged all citizens of Jamaica to join the Jamaica Customer Service Association (JaCSA) in recognition of and thanksgiving for customers and service providers of this country, the services provided and the invaluable contribution which service providers make to the quality of life of our nation.

Recognising Service Excellence

The certification programme ‘Through the Customer’s Eyes – The Caribbean Perspective’ was developed in collaboration with the International Customer Service Association (ICSA) and Rockhurst University Continuing Education Centre – National Seminars Group in USA. The first international certification graduation ceremony was held in 2007 and we have hosted annual graduation ceremonies with open market participants and within organisations such as NHT, HEART Trust NTA, UDC, Ministry of Industry & Commerce, Kingston Wharves and BCIC. These participants are now internationally certified through the Association.

Service Excellence Conferences & Customer Satisfaction Workshops

Throughout the years, the Association has successfully hosted Service Excellence Conferences with hundreds of participants, a host of international speakers and speakers from the public sector and leading private customer service organisations which all share in unforgettable learning experiences. Similarly, JaCSA has hosted annual Customer Satisfaction Workshops and a number of CEO forums and consultations.

International Certification Programme

JaCSA initiated and has been collaborating with the PSOJ through the continued implementation of the PSOJ/JaCSA Service Excellence Awards which is intended to lift the service bar and showcase stellar Private Sector Customer Service locally. The National Commercial Bank, was the recipient of this prestigious inaugural award in 2012. Winners of this award annually along with the Public Sector Customer Service Awardees are named Service Excellence Ambassadors during National Customer Service Week.

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